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

Dear Customer,

Thank you for your feedback on customization capabilities for Abandoned calls. We are happy to inform you that we have addressed your need in 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. LOB Analytics features customizable KPI builder where you can define how long the calls should be ringing to consider it an abandoned call or even filter out calls that had VM and many other conditions. We have also improved abandoned calls calculation to ensure the caller hangs up the call before is answered by the callee which should also take care of miscalculations.

Learn more about LOB Analytics here:

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-RingCentral Analytics Team

I see this has been marked as "planned", when is this expected to be released?

Absolutely required. I cannot believe this does not exist already. From a reporting standpoint, unanswered both calls during and outside business hours are recorded as abandoned. This makes no sense. A missed call during business hours and a missed call outside business hours are not the same at all.

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

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.

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