Abandoned Call Definition is misleading
The current definition of Abandoned calls in a call queue is: Count of all queue calls that were not answered by a user (includes VM)
Expected definition is: Count of all queue calls that were ended by the caller.
Suggest changing this definition as it can be extremely confusing for at a glance analysis.
Calls that get routed to a voicemail should not be counted as abandoned. Likewise, calls routed to another call queue via the wait time timeout or max calls in queue threshold should not be counted as abandoned. Those calls should be counted as "transferred out" or something similar.
Justin
shared this idea
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Kamilla
commented
These three ideas are all related to this definition update:
https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/48046325-some-calls-are-being-tagged-as-abandoned-in-the-ca
https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/49439255-call-queue-is-forwarding-a-call-during-business-ho
https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/48724109-abandoned-call-queue-rateIf you fix the definition, then these ideas will also be accounted for.
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Kamilla
commented
Strong agree! The current definition of abandoned calls is incorrect as it also includes calls that are 'passed on' or 'transferred automatically' to another call queue.
The current definition makes reporting on the abandoned status useless, as it is bloated with calls that are 'transferred automatically' and picked up in a different call queue.
Suggested update to above definition: Count of abandoned calls is all queue calls that were ended by the caller when in IVR or on hold or waiting in queue or similar (not while talking with an operator).