Settings and activity
81 results found
-
7 votes
Ahmad
supported this idea
·
An error occurred while saving the comment -
1 voteAhmad
shared this idea
·
-
4 votesAhmad
shared this idea
·
-
2 votesAhmad
shared this idea
·
-
2 votesAhmad
shared this idea
·
-
1 voteAhmad
shared this idea
·
-
2 votesAhmad
supported this idea
·
-
5 votesAhmad
supported this idea
·
-
1 voteAhmad
shared this idea
·
-
4 votesAhmad
shared this idea
·
-
5 votesAhmad
supported this idea
·
-
1 voteAhmad
shared this idea
·
-
3 votesAhmad
shared this idea
·
-
5 votesAhmad
supported this idea
·
-
5 votesAhmad
supported this idea
·
An error occurred while saving the comment Ahmad
commented
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
-
1 voteAhmad
shared this idea
·
-
4 votesAhmad
supported this idea
·
-
4 votesAhmad
supported this idea
·
-
7 votesAhmad
supported this idea
·
-
3 votesAhmad
supported this idea
·
Business Value & Impact:
Improved User Experience: Prevents callers from getting routed to random team members when they simply meant to skip an announcement or interacted with their dial pad.
Fewer Dropped / Misrouted Calls: Ensures voicemails are recorded reliably without accidental call transfers.
Admin Flexibility: Gives system administrators granular control over call flow behavior across Call Queues, User Extensions, and Message-Only Extensions.