Missed Calls/Abandoned Calls KPI in Analytics Portal though the call has been answered by other call queue memebers.
If a call got routed over to a call queue and missed by the initial member in a sequential call pattern and got answered by the 2nd user, missed call is being logged by the system. it is confusing customers on how many calls were really missed on that call queue.
Grace
shared this idea
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Vedat
commented
Demonstration of a call routing rule which becomes active and how it is registered as missed call even though the caller and the called extension establish a connection at the end after some routing and call forwarding.
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Vedat
commented
We experience a similar issue after we introduced a rule which routes calls to an IVR Menu before it can reach the endpoint. The customer eventually ends up talking with the endpoint which he/she anticipated to reach after overcoming the IVR stage/hurdle. But still the extension is being punished with a "missed call" tag for no reason at all and that person's figures look bad in the performance reports.
