PLEASE include message-only extensions in Analytics. We use them for fax lines , special message lines, law enforcement hotlines, and more. Departments want to know monthly KPIs on these lines and using the call log to collect data is completely manual, and lacking functionality.

It is very hard to do analytics when this is not reported. We intentionally weed out leads that are not qualified by using the IVR and if they answer we have them choose an option that either qualifies them or disqualifies them. If they choose the disqualifying option it goes directly to VM. We need to know how many of unqualified leads we are getting, so we can modify our ads. Also the qualified leads get forwarded to a specialist, if they don't pick up it goes to VM. So we have no clue how many qualified leads are going to VM compared to the ones going to VM because they were disqualified. So we have no way to know if they are doing their job, or if we need to hire another person to make sure the qualified leads are boing answered.

Customer is comparing two following cases:
1) (announcement during the lunch time) => when the call arriving at the lunch time for example, this call is considered as Abandoned. So the report shows only one line (image 1);
2) (overlowed call queue during the lunch time) => in this case the report shows multiple lines and the customer should click on the line to see more details.
So, the customer is asking why these two cases do not display data in the same way. This is an issue for the customer as they are unable to differentiate between calls ending up with an announcement and those that overflow in the queue.
Customer is seeking to differentiate calls ending up with a CQ and those with an announcement.

!!!Both calls are tagged as Abandonned in Analytics!!!

Needed to analyze/report same data collected for standard phone numbers.