Abandoned calls in performance report but call are being forwarded to an external number
requesting to have a seperate tracking of abandoned call and transfer to external number for call queue in performance report because what is happening when call queue member did not answer the call is being forwarded to the external number and even if external number answer the call in performance report it still shows as abandoned call
Ethel
shared this idea
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Ahmad
commented
The ability to have Analytics recognize the overall outcome of the call flow—for example, identifying a call that was initially unanswered in the primary queue but was subsequently routed to and answered by a backup/CS queue—and exclude that call from the primary queue's abandonment calculation would be a feature request.
At present, this behavior cannot be customized through the RingEX Analytics reporting settings.
We understand how this can make the reported abandonment rate appear higher than the actual number of customers who failed to reach an agent. A reporting enhancement that distinguishes between:
Calls truly abandoned by the caller
Calls routed/deflected to a backup queue
Calls subsequently answered by the backup queue
Calls that remained unanswered after the backup routing