Call should not be detected as missed if it was answered elsewhere
Call should not be detected as missed if it was answered elsewhere
Juan
shared this idea
We have this problem in performance reports, but this is no more a problem in Business Analytics since Jan 2026.
In Business Analytics, we have a separate Call Result for Abandoned, Missed with VoiceMail, Missed without Voicemail, and Answered Elsewhere (for simultaneous ringing) w.r.t user dimension.
We have a BA dictionary explaining this -https://support.ringcentral.com/article-v2/Business-Analytics-data-dictionary.html?brand=RingCentral&product=RingEX&language=en_US
and soon in a couple of weeks we will publish a detailed knowledge base article on how to check metrics in business analytics and filter "answered elsewhere" calls.
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Michelle
commented
I would agree! This is a standard option in most call center platforms. It's a big miss and throws off analytics/reporting. We struggle to find out the true number of inbound calls and missed calls when using the simultaneous ring feature.
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Faizaan
commented
Very important that this is implemented as a standard and not an option. For businesses that get lots of calls, it is imperative to clear notifications and ensure there is alignment with the mobile device, phone device and/or computer when using it on one. This allows clarity regarding any people to call back and ensure that nothing is missed. Really really hoping its implemented ASAP.
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Dayana
commented
Call should not be detected as missed if it was answered elsewhere