3cx Abandoned Queue Calls report showing polling attempts under agents with logged out status.

[rinchu]

Hi,

1. While generating "Abandoned Queue Calls report" it is giving me the queue polling attempt over agents who are in "logged out" status. Why it is coming as such?
2. If any one the agent will taken initiate to respond back to the abandoned call by selecting Dealing or Dealt, in which report this action got generate ?
3. Is there any way 3cx can offer the report listed only with Abandoned Queue Calls numbers?


Product: Enterprise Annual
Version Number: 16.0.1078
Number of Simultaneous Calls : 32
Queue configuration : multiple agents in queue with Polling Strategy: Round Robin | Ring Time : 13 seconds /agent | Maximum Queue Wait Time: 35 seconds | Destination if no answer : connect to extension

 

[VasilisV_3CX]

Hi @rinchu,

The only reports 3CX offers are included in the Reports >> Type field. For any reports that do not exist that you'd like to inquire about, this would need to be done via the Ideas Forum.

 

[rinchu]

Thanks @VasilisV_3CX ,

I'll be posing the same in Ideas Forum.

Kindly know why it is giving me the queue polling attempt over agents who are in "logged out" status in abandoned Queue Calls report.

 

[rinchu]

Hi,
The agent will initiate to respond back to the abandoned call by selecting Dealing or Dealt,

In which report this action got generate ?

 

[VasilisV_3CX]

Hi @rinchu,

In which report this action got generate ?

The Dealing and Dealt with status of a call are a live look at the status of calls from the Web Client. They are not generated in any report.

While generating "Abandoned Queue Calls report" it is giving me the queue polling attempt over agents who are in "logged out" status. Why it is coming as such?

I've tried to replicate this, and was able to for a time. Once I logged all of the agents out, then logged only the one I wished to be polled back in, the issue resolved itself. If the extension has never been logged out before, try logging it out, then in again.

Try logging all extensions out of the queue, then back into the queue. This can be done by the extensions themselves or by the the PBX manager who can toggle all of the extensions in question then change their status / queue availability by clicking "Status"