Detailed info in Call Log or Analytics
It would be beneficial to us business owners if we can easily understand the terms used in call log and analytic report. Please have more detailed information or brief explanation in terms of why the call failed, who hanged up the call first, what are the factors that caused the call unsuccessful.
13
votes
Michaela
shared this idea
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Hector
commented
Its critical that you have only display pertinent actual information that is factual that we can make sense of in the reports. You have terminology like Abandoned and Refused calls that is creating a lot of confusion to our managers and supervisors.
How can we determined the Abandoned calls (Customer hanged up because it was holding for too long)
and
How do we determined if an agent refused the call after ringing so many times in the queue?
Thanks,