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Status New
Created by Katelyn Niesen
Created on Oct 12, 2023

Better Differentiation of "Missed Calls"

The analytics for RingCentral are a little vague. For Customer Service teams monitoring missed calls is essential. There needs to be a way to differentiate what calls are "missed" (IE the CS rep was available but didn't answer the phone/it rang through) and which calls the CS rep would not have been able to answer. IE calls missed when their extension is DND or on another phone call. These should not count against them as they would have no choice but to miss the call