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Allow Super Admin Users to Manage What Counts as an Abandoned Call

Right now administrators do not have a way to change what inbound call parameters will count as an Abandoned call. When running reports, this can be misleading when, for instance, a caller that left a voicemail would not be counted as "abandoned" in the company metrics.

  • Michael Tripodo
  • Aug 21 2020
  • Planned
Product Line RingCentral Analytics
  • Attach files
  • Jorge Lorenzo commented
    29 Mar 10:42pm

    This is absolutely necessary to provide data clarity. miscounting in the data is a serious problem for operational performance management.

  • Michelle Kissane commented
    29 Mar 10:37pm

    The Abandon metric is fairly critical when evaluating reporting relating to incoming calls and for it to be as ambiguous as this is concerning. On a test call to a call queue/ hunt group it overflowed to our CC and was answered. This was captured as both answered and abandoned on the dashboard widget, so the ability for the system to read it was answered in the overflow exists, just need the abandon rate formula to be a bit more advanced and pick this up too.

  • Kenneth Hollins commented
    29 Mar 02:12pm

    Or, if the call rolls over to an 'overflow' group, it should not be considered 'Abandoned' when it rolls over.