All Data Tagged in Call Records
Business Analytics report for for "Call Records Dashboard - Default" Lays out each hop and result of the call. This does not however record an incoming call when a user device is not rang. I would love to see all incoming data included in this report to give us all the hops of an attempted call when no one is available to take the call or the caller disconnects the line prior to a user device being rang.
While the call log inside the portal gives a view on these types of calls , it does not provide enough insights as to the hops of the attempt in order to aggregate the data. For example missed calls in the call log may have been initially answered but missed after being transferred. Abandon calls (the caller hangs up prior to getting through to someone) also show as misses rather than abandon.
Gary
shared this idea
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Jenny
commented
What we are looking for is a better resolution where calls disconnected by the customer are consistently tagged as abandoned (and not missed) across all reports, with no missed call notifications in those cases. This would help ensure fair tracking of agent performance, avoid skewing SLA numbers, and provide a more accurate picture of call activity.
Could you please check if this can be raised as a product/feature fix with the RingCentral product team, rather than just depending on a reporting workaround? This would really help improve reporting accuracy for our use case.