Analytics call queue reporting
Call Queue Reporting
We have multiple Call Queues all with different Freephone or NGN numbers, when called the call is then forwarded to our Call Queue of 12 Agents.
If need be, the call is then transferred to the relevant department which is entered by a team member.
Currently Analytics shows this as 2 calls taking place, being the call coming in and being answered by the agents, and then being transferred to the specific department.
That is correct by design, however i would like to see this as being 1 call, from end to end. A potential client calling in transferred to a member of the correct department.
Hope this makes sense
Barrie
shared this idea
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RPH
commented
We are a pharmacy accredited by URAC and we are required to answer >95% of our phone calls and at least 80% of those within 30 seconds. Unfortunately, Ring Central shows 580 calls this month and only 440 answered Month to Date. Since we give the caller options for departments (call queues), Ring Central counts every person in the department/queue that does not answer as an unanswered call. For example, if the caller presses option 1 and there are 6 employees assigned to that queue, only one person can answer the phone. Ring Central records this as 6 calls and 1 answered. This needs to change!