I would like to request a reporting enhancement to identify instances where an agent has manually rejected an inbound call.
The existing RNA (Ring No Answer) report provides visibility of calls that were not answered; however, it does not differentiate between calls that timed out and calls that were deliberately rejected by an agent. Having access to this information would improve call handling analysis, provide greater transparency, and support agent accountability.
RNA calls recorded in less than 30 seconds cannot automatically be assumed to be caller-abandoned calls. The RNA metric includes both missed calls and calls that have been actively rejected by an agent. As current reporting does not distinguish between these outcomes, it is not possible to determine whether an agent manually rejected the call or simply did not answer before the call ended.
As a result, call duration alone is not a reliable indicator of what occurred and cannot be used to accurately identify rejected inbound calls. This limits our ability to investigate specific incidents and accurately assess call-handling behaviour.
To provide meaningful operational insight and support effective management reporting, a reporting capability that clearly distinguishes between missed calls and manually rejected inbound calls would be required.
Business Benefit:
• Improved accuracy of call-handling reporting.
• Ability to identify and investigate manually rejected calls.
• Enhanced agent accountability and coaching opportunities.
• More reliable analysis of inbound call performance and customer experience.