![]() ![]() If this happens the call will be missed and should show as the call queue missing the call in the reports. Many times I see callers that reach a queue and will hang up for any number of reasons before the call queue can reach out to a member. Our Live Reports application, which is designed for real-time phone call queue monitoring, is available as an add-on and requires an additional fee. If the call was being offered to a User when the call ended then It should show that user a missing the call. Most of our call analytics and data reporting tools are currently available free for our Standard MVP subscribers or above. Most likely these calls are showing missed under the call queue because your other Users were one the phone and the call was waiting in the queue when the call ended. However, I cannot add the call queue number into the call forward/handling section - I get the message 'Forwarding phone number cannot be the same as your account number or any additional numbers. First comes the automated greeting, then incoming calls are distributed across different agents, and sometimes inbound calls are routed to particular agents depending on the nature and reason for your call. When a member of a call queue is called on their DDI and does not answer, I need the call to forward/divert to the call queue they are a member of. You would have to look through the call log to identify the missed calls. Image Source There are typically a few basic steps that are followed with call queues. Reports is simply a tool that shows total and average on call activities. RingCentral and the RingCentral Logo are trade marks of RingCentral Inc British Telecommunications plc. ![]() You would want to use the filter option to view only the days that your Users are taking calls.Īs for the missed calls showing in the call queue, there is, unfortunately, no way to know which calls these were. But if you pull from the last 7 days it will use Saturday and Sunday and you will get an average of 1 call per day or 7 calls divided by 7 days. Obviously, then your average calls per day and such fields would not report correctly for you over the last 7 days if you are not open on the weekends as it will factory those days into the reporting.įor instance, if one of your Users took 7 calls over the course of 5 days you should get an average call per day rate of 1.4 or 7 calls divided by 5 days. It simply pulls info for the last 7 days regardless of if there was activity on those days or not. Some accounts have activity on the weekends some do not. The last 7 days does include the weekends. ![]()
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