"Visibility of Missed Calls on Phone "

[samehJABRI]

Hello,

One iphone is connected as agent in queue. When there is unanswered call, we can find this missed call on the 3cx web account. Is it possible to display the missed call on the phone?

Best regards

 

[paulodagraca]

Hello @samehJABRI ,

Could you please also inform us what version you are using at the moment, example:
3CX server 20.0.6.724
iPhone 20.0.15.63

Paulo

 

[Evolute IT]

Unanswered Queue calls don't show in the Missed calls, they show in the Abandoned, which isn't available on mobile.

 

[samehJABRI]

Hello @samehJABRI ,

Could you please also inform us what version you are using at the moment, example:
3CX server 20.0.6.724
iPhone 20.0.15.63

Paulo

IPPhone GrandStream GXP2170 1.0.11.74
3cx version 20

 

[KyriacosS_3CX]

Hello,

So IPphone, not IPhone - just to clarify? Again for queues as @ConceptsWeb mentioned this do not count as missed calls to the agent/user but abandoned calls to the queue and they are meant to be reviewed on the web - or email notifications.

If you need an agent to have missed call notices on their device then you can switch to a Ring Group - but one of the main reasons that queues are preferable is because they don't generate a missed called notice on every agents phone, ending up with 2-3-4 agents calling back the same customer, since they would all have a missed call.

 

[syadmins]

Hello all,

I was searching for similar post before creating a new post and came across this one

What I understood, both @ConceptsWeb and @KyriacosS_3CX agreed on no missed calls for missed polls and the concern is to avoid double or triple callbacks, that's definitely possible, however I think human mistake always there, the double and triple calls might also applies to the Abandoned calls, there is a possibility two agents calls the same customer after each other in a short period of few minutes before any of them mark the Abandoned as "Dealt", in my opinion.

Nevertheless, why I'm commenting here; there is a possibility that an agent misses many polls due to being busy or high volume of calls he/she can't follow with. The question is, how an agent see the polls he/she missed so at least they know some details or counts? Is this something can be enabled for the agents to see those "missed polls" details?

Thanks

 

[KyriacosS_3CX]

You can assign them as a queue manager or share the queue statistics with them.

 

[syadmins]

Hi @KyriacosS_3CX ,

You can assign them as a queue manager or share the queue statistics with them.

Indeed, however granting queue manager permissions to the agents means higher roles and controls than what they supposed to get.
For the queue stats reports, true, but obviously can not be checked in instantly, instead they should wait for the schedule.

Speaking of the reports, is it possible to share permission or a role with the CS supervisors to check Call Center / Queues / Agents reports only without granting them system admin privs?

 

[KyriacosS_3CX]

Hello, depending on the level of reporting and detail you need, adding a user in the queue Supervisor:

and/or making them a Supervisor/Manager as a role should get them to the view you want them to have - please consult https://www.3cx.com/docs/manual/access-roles/ for details.