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  1. Abandoned Call Definition is misleading

    4 votes

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    New  ·  2 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Kamilla commented  · 

    These three ideas are all related to this definition update:
    https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/48046325-some-calls-are-being-tagged-as-abandoned-in-the-ca
    https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/49439255-call-queue-is-forwarding-a-call-during-business-ho
    https://ideas.ringcentral.com/forums/958508-analytics-reporting/suggestions/48724109-abandoned-call-queue-rate

    If you fix the definition, then these ideas will also be accounted for.

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    Kamilla commented  · 

    Strong agree! The current definition of abandoned calls is incorrect as it also includes calls that are 'passed on' or 'transferred automatically' to another call queue.

    The current definition makes reporting on the abandoned status useless, as it is bloated with calls that are 'transferred automatically' and picked up in a different call queue.

    Suggested update to above definition: Count of abandoned calls is all queue calls that were ended by the caller when in IVR or on hold or waiting in queue or similar (not while talking with an operator).

    Kamilla supported this idea  · 

  2. Some calls are being tagged as abandoned in the call analytics, but they were actually answered by a member of the call queue.

    19 votes

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    Under Review  ·  4 comments  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Kamilla commented  · 

    In addition to the above scenario, where a call is automatically transferred to another call queue, the call is being tagged as abandoned even though the call is answered in the subsequent call queue.
    The result is the same - the reports are incorrectly showing answer rates.

    Kamilla supported this idea  · 

  3. Call queue is forwarding a call during business hours and being tagged as abandoned

    10 votes

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    New  ·  1 comment  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Kamilla commented  · 

    Strong agree! Tagging as abandoned in this scenario is inaccurate and creates misleading reports. A call in this scenario should be tagged as 'automatic transfer' or 'passed on' or something similar to that.

    Kamilla supported this idea  · 

  4. Determine the phone numbers from Abandoned calls from Analytics Report

    12 votes

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    Under Review  ·  2 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Kamilla supported this idea  · 

  5. Missed call report that shows all available users at the time of the missed call.

    43 votes

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    Under Review  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Kamilla supported this idea  · 

  6. Comprehensive Call Tracking in Business Analytics - Including Call Queue and Individual User Extensions

    20 votes

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    Under Review  ·  2 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Kamilla supported this idea  · 

  7. Abandoned Call queue Rate

    23 votes

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    New  ·  2 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Kamilla supported this idea  · 

  8. Missed call should not be tagged on call queue as missed if picked up by a member on another call queue

    8 votes

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    New  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Kamilla supported this idea  · 

  9. reporting on missed call queue calls

    13 votes

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    0 comments  ·  Analytics & Reporting » LOB  ·  Admin →
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    Kamilla supported this idea  · 

  10. Generate analytics reports showing detailed call queue report

    48 votes

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    New  ·  6 comments  ·  Analytics & Reporting » Live Reports  ·  Admin →
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    Kamilla supported this idea  ·