3CX v16 Call Report Unanswered Calls For Round Robin Queue Users No Longer Showing

[[email protected]]

Our call support manager is telling us that since the upgrade to v16 when he looks at a call report for a single inbound number he can no longer see the user extensions that did not pick up the call.

For example:
1. Call comes in to sales 800 #
2. Call picks up on queue
3. Queue is configured to use Round Robin polling strategy.
4. User receives call but doesn't pick it up. Call times out and goes to next person.
5. Next user picks up the call.

I'm missing the call record from step 4 that shows an extension got the call and didn't take it.

I started by talking to the manager and verifying he's filtering by answered and unanswered calls. But it appears that the new call report just doesn't list the numbers that fail to pick up the call from the queue. Is there a way to get this in our reports? Is there another report we can run?

 

[ChrisC_3CX]

Hey @[email protected],

There is currently no report that would show the polling attempts per agent for a call that was eventually answered but you can see the polls per agent for a call that was not answered and therefore marked as abandoned in the "Abandoned Queue Calls" report. For Queue calls that were eventually answered, you might want to consider having a look at the "Agents in Queue Statistics" report which shows the answered calls per agent along with the ring time. The Ringing_time/Answered_calls ratio could indicate which agents may be letting calls go by depending on the situation.

 

[[email protected]]

Thank you for the response. We'll give those reports a try.