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Status Future consideration
Created by Jan Santiago
Created on Feb 1, 2022
Merged idea

This idea has been merged into another idea. To comment or vote on this idea, please visit CUSTCOM-I-4257 Call Queue - Ability to turn off missed call tagging.

Add Missed column when generating performance reports based on call queues Merged

The performance report took abandoned and missed calls into account and lumped them into the #abandoned category. There should be a separate column for missed calls. Missed calls are calls answered by a call queue then transferred to an agent, then the caller hangs up prior to an agent answering the call. The 1st call queue gets the negative metric against them despite answering the call, the missed or abandoned occured during transfer.

  • Admin
    Pratibha Pandit
    Feb 28, 2022

    Dear Customer,

    Thank you for your feedback. Your need has been addressed.

    We are happy to inform you that with our new product, LOB Analytics. LOB Analytics is a fully customizable dash-boarding and reporting solution that will give you access to very granular historical call activities data and analysis flexibility. You can create dashboards and share it publicly in LOB Analytics.

    As part of the LOB Analytics, we have revised our data scheme and addressed some of the common issues such as Abandoned calls. This should address your neds.
    Please refer to the user guide to understand the data for more details.

    Learn more about LOB Analytics here:

    Refer User Guide

    Watch Video Tutorials

    -RingCentral Analytics Team