Adjust how missed calls are categorized for group calls
Currently if a group is set to ring all members at once and someone else answers it will show as a missed call for everyone else who didn't answer. It would be nice if the system knew the call had been answered and didn't show as a missed call.
Zoe
shared this idea
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
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Ash
commented
Any update on this? We're already in Q3 2024
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Royce
commented
any updates from RC on this long requested simple request?
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Noe
commented
Crazy how slow things move at RC , this Idea (great idea by the way) was proposed back in 2020.
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Kevin
commented
@Jessica any further updates?
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Travis
commented
@Jessica is this still on track for Q2 2024?
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Kate
commented
The analytics for RingCentral are a little vague. For Customer Service teams monitoring missed calls is essential. There needs to be a way to differentiate what calls are "missed" (IE the CS rep was available but didn't answer the phone/it rang through) and which calls the CS rep would not have been able to answer. IE calls missed when their extension is DND or on another phone call. These should not count against them as they would have no choice but to miss the call
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Amira
commented
It would be best to have this call log result removed or just show as once and not multiple times if the call was answered from another device, as this confuse the admins who check the results.
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Teddy
commented
Customer want to know if the call is missed or answer even the call is from call que
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Redson
commented
cx ci to know if theres a way for users inside call queue group to get a different action instead of "missed call" when the other user inside that group already answered the call so that theres no need for them to think for that call to be called back.
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Tracy
commented
Would love to see the ability to remove any 'missed calls' from a users display when a call is answered by another w/in the call center - we have simultaneous ring and don't want a rep to think they've missed a call when another rep answered the call.
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Nikki
commented
We need to have all our phones ring at once to make sure the right person picks up. When one person picks up we all get a notification for a missed call when it wasn't actually missed. This feature is annoying to have as we answer a lot of call a day. Thank you
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Tom
commented
It seems confusing and somewhat counterproductive for a user call log to show "missed call" when in fact someone else in a simultaneous call group just beat them to answering the phone
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Peter
commented
Please do something regarding it as once we miss any calls on Toll Free it shows answered at customer end.
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Admin
commented
Can we get an update on this?
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HGR CC (Auction)
commented
Updates would be great, this is an ongoing issue for our customer success team.
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Rachael
commented
Any updates...?
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Amber
commented
If an incoming call comes in, and one member of the call que answers it, the other members get a missed call. Its not a missed call, someone else answered it. But an hour later, call que members will have 20 "missed calls." If someone else in the que picks it up, it should NOT be a missed call for everyone else!
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Nikola
commented
It would be great feature so everyone actually knows if they have missed call or someone answered call.Issue in my company when client calls group and when someone picks up I have 20 people calling back that number because they don't know if it's answered and it looks like spamming on the Clients side.
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Borko
commented
Any progress on this? Can this be solved or not?
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Denis
commented
Many of our customers are complaining about this missed calls behavior.