Settings and activity
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5 votes
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5 votesAhmad
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An error occurred while saving the comment Ahmad
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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
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4 votesAhmad
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7 votesAhmad
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An error occurred while saving the comment Ahmad
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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.
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1 voteAhmad
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5 votesAhmad
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2 votesAhmad
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1 voteAhmad
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2 votesAhmad
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5 votesAhmad
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1 voteAhmad
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4 votesAhmad
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5 votesAhmad
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1 voteAhmad
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5 votesAhmad
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1 voteAhmad
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4 votesAhmad
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9 votesAhmad
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The ability to have Analytics recognize the overall outcome of the call flow—for example, identifying a call that was initially unanswered in the primary queue but was subsequently routed to and answered by a backup/CS queue—and exclude that call from the primary queue's abandonment calculation would be a feature request.
At present, this behavior cannot be customized through the RingEX Analytics reporting settings.
We understand how this can make the reported abandonment rate appear higher than the actual number of customers who failed to reach an agent. A reporting enhancement that distinguishes between:
Calls truly abandoned by the caller
Calls routed/deflected to a backup queue
Calls subsequently answered by the backup queue
Calls that remained unanswered after the backup routing