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Subject: Critical Need for Granular Refused Call Data in Simultaneous Ring Queues
High-volume organizations rely on the "Refused" metric to monitor agent accountability and staffing efficiency. Currently, when a Call Queue is set to "Simultaneous Ring," the system incorrectly tags available agents as "Refused" if another member answers first, or it fails to capture true refusals (manual ignores) in a drill-down report.
Impact of the current limitation:
Inaccurate KPIs: Managers cannot distinguish between an agent who is "ignoring" calls and an agent who simply didn't pick up because a colleague was faster.
Operational Overhead: Admins are forced to manually export and filter thousands of rows in the raw Call Logs to find "true" refusal data, which is not sustainable for large teams.
User Experience: Without automated analytics for this, it is impossible to set up real-time alerts for performance coaching.
Standardizing how "Refused" vs. "Missed" calls are handled in simultaneous ringing environments is essential for any professional-grade call center reporting workflow.
Recommended by customer, case: 30563766