This idea has been merged into another idea. To comment or vote on this idea, please visit DPW-I-5 Adjust how missed calls are categorized for group calls.
There should be some way to indicate on the email notification whther the missed call from the call queue was picked up by some other agent or completely not picked up at all and either hung up or went to voicemail.
It would be troublesome for our client for us to call them back if they're already being assisted or were already assisted.
And while a call that ends up in voicemail would mean no one had picked up, some people just hang up without leaving a message and they should be called back too.