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  1. Missed Calls/Abandoned Calls KPI in Analytics Portal though the call has been answered by other call queue memebers.

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    Needs More Information  ·  2 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Vedat commented  · 

    Demonstration of a call routing rule which becomes active and how it is registered as missed call even though the caller and the called extension establish a connection at the end after some routing and call forwarding.

    Vedat supported this idea  · 
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    Vedat commented  · 

    We experience a similar issue after we introduced a rule which routes calls to an IVR Menu before it can reach the endpoint. The customer eventually ends up talking with the endpoint which he/she anticipated to reach after overcoming the IVR stage/hurdle. But still the extension is being punished with a "missed call" tag for no reason at all and that person's figures look bad in the performance reports.