Question Regarding Queue Call Decline and Timeout Tracking

[primal_IT]

Hello,

We would like to ask whether there is currently a reliable way to identify when a queue agent explicitly declines/rejects an incoming queue call.

Additionally, we would also like to know whether it is possible to identify cases where an agent intentionally lets a queue call ring until timeout so that the call is forwarded to the next available agent in the queue.

At the moment, we can see metrics such as unanswered polls, missed calls, and abandoned calls in reports, but we are looking for a method that can provide clear and auditable proof of the following scenarios:

• An agent actively declined/rejected a queue call
• An agent intentionally allowed the call to timeout/no-answer
• Differentiation between:
  • declined/rejected calls
  • timeout/no answer
  • busy state
  • caller abandoned calls

Could you please clarify whether this information is currently available in:

• Queue reports
• Call logs
• CDR records
• Activity logs
• APIs or database records

We would also like to know whether there is an existing or planned report/feature that provides explicit tracking of:

• declined queue calls by agent
• unanswered queue calls by agent
• timeout behavior per agent

This is important for us for operational monitoring, auditing, and queue performance analysis purposes.

Thank you in advance for your clarification.

Best regards,

 

[Alphabetic]

Im not sure if @VoIPTools has anything already that could produce this info.

 

[NikosT_3CX]

@primal_IT the extension that is setup as a Queue Supervisor and monitors the Queue calls from the Panel,
can open the specific Queue and can see the agent statistics.
As you may see from the sreenshot below, extension 100 declined the call 9 times.
Also this can be seen in the Abandoned Queue Calls Report if the call has been Abandoned.

 

[primal_IT]

Hello,

Thank you for your clarification regarding polling attempts and agent statistics.

We understand from your response that polling attempts represent the number of times a queue call was presented to an agent, but do not explicitly differentiate between decline actions and no-answer/timeout scenarios.

Could you also please clarify from what point these panel counters begin counting and when/how they are reset (if applicable)?
Please note that the specific queue we are referring to does not have the “Schedule Queue Statistics Reset” option enabled under the queue’s Advanced settings.

As a follow-up, could you please inform us whether there are any plans on the roadmap to introduce a dedicated reporting mechanism or log entry that would explicitly distinguish between:

• An agent explicitly rejecting/declining a queue call (user action), and
• An agent not answering a queue call (timeout/no response)

We would also appreciate any information regarding plans for more granular audit/reporting capabilities in future releases.

This clarification is important for our internal audit and workforce performance analysis requirements.

Thank you again for your support.

Best regards,