nenglish
Free User
- Joined
- Jul 21, 2016
- Messages
- 27
- Reaction score
- 5
I was under the impression that if a queue polls an agent with a queue call, and that agent doesn't answer, they get charged an abandoned call. However per this thread that's not how it works:
https://www.3cx.com/community/threads/abandoned-call-count-in-correct.54075/
"The abandoned call numbers next to the agents are produced when the agent actively rejects the call by hitting decline or because the user has set the extension to DND without logging out of the queue..."
A manager and myself watched a queue call bounce between four agents who ignored it and none of them were charged with an abandoned call. I set up a test queue with two extensions and observed a similar behavior. Only when I pressed the reject button on one of the phones was it was charged with an abandoned call. So based on the linked post this behavior is working as intended and my assumption is wrong.
However this logic doesn't seem intuitive. If agents are purposely ignoring their phones then they should be charged with an abandoned call. This will allow managers to see who is doing their job. We've been using 3CX since v12 and could have sworn this is how it used to work (am I wrong?).
https://www.3cx.com/community/threads/abandoned-call-count-in-correct.54075/
"The abandoned call numbers next to the agents are produced when the agent actively rejects the call by hitting decline or because the user has set the extension to DND without logging out of the queue..."
A manager and myself watched a queue call bounce between four agents who ignored it and none of them were charged with an abandoned call. I set up a test queue with two extensions and observed a similar behavior. Only when I pressed the reject button on one of the phones was it was charged with an abandoned call. So based on the linked post this behavior is working as intended and my assumption is wrong.
However this logic doesn't seem intuitive. If agents are purposely ignoring their phones then they should be charged with an abandoned call. This will allow managers to see who is doing their job. We've been using 3CX since v12 and could have sworn this is how it used to work (am I wrong?).