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Status Needs more information
Created by Timothy Larsen
Created on Jan 14, 2022

I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

  • Carlos Silva
    Mar 15, 2022

    I need it too

  • Admin
    Kurt Hoskovec
    Jan 27, 2022

    Hi Tim. Instead of pulling the information from a report, you could create a Studio call flow that captures the phone number of the abandoned call and queues it up for an automatic callback. The Studio call flow would remove the manual aspect of the process and automatically feed the calls to your agents. Also, it is probably someting that could be done sooner than a reporting platform change.

    The actual changes in Studio could be done by your team, if you have the people that can do it, or you could engage the RingCentral PS team to do it as a paid engagement.

    Would the Studio call flow work better for you do you want me to proceed with submitting a request for the reporting change?

  • Admin
    Jennifer Del Rosario
    Jan 19, 2022

    Hi Timothy,

    Apologies. I deleted my first comment, as I found out that this is not available yet in our Contact Center. We'll share this with our Product Managers. We appreciate your patience in this matter.

  • Charity Spiers
    Jan 19, 2022

    Please note that this is in reference to custom reports in Contact Center.


  • Admin
    Jennifer Del Rosario
    Jan 14, 2022

    Timothy, we'll forward this to your Account Manager to ensure that this is available in your account. Thank you!

  • Timothy Larsen
    Jan 14, 2022

    Hi Jennifer,

    I have spoken to 2 tech support agents that have informed me that I would not be able to access the latest abandoned calls until the data is refreshed. When I run the report, it should have the most up to date data, but it does not.

    Can you please call me regarding this? My cell phone number is 904-808-2201.

    Thank you.

  • Timothy Larsen
    Jan 14, 2022

    Hi Jennifer,

    I have spoken to 2 tech support agents that have informed me that I would not be able to access the latest abandoned calls until the data is refreshed. When I run the report, it should have the most up to date data, but it does not.

    Can you please call me regarding this? My cell phone number is 904-808-2201.

    Thank you,

    [cid:image001.png@01D80936.924E7950]
    Tim Larsen / Director of Retail Sales
    Nivel / 3510-1 Port Jacksonville Pkwy
    Jacksonville, FL 32226
    904.741.6161 / Ext. 46058
    www.nivel.com / timothy.larsen@nivel.com