Hi guys,
I've seen this discussed here: https://www.3cx.com/community/threads/3cx-phone-abandoned-phone-calls.68389/ but there was no outcome and wondered if this has made any progress at all?
We have call queues set up so that if no one answers within 5 minutes, it goes to a voicemail box. However, when this happens, the call is incorrectly counted is abandoned. It's not abandoned as the caller didn't hang up. Much in the same way that if the caller did hang up, this would be correctly counting as abandoned.
Since there is a specific option for an overflow in the call queue settings, I would have expected the reports to be able to identify that this flow was activated and tag the call as such. In this instance, the call can go three ways; answered, abandoned and hung up by the caller, or overflowed. But reports only show statuses; answered or abandoned. This leads to inaccurate reporting. Especially if the call moves from one queue to another, because the caller would ring and eventually speak to someone, but in that journey may be passed around multiple queues, with each apart from the last counting this call as abandoned and potentially subject to callbacks from the users that missed the call because they thought they hung up.
Needless to say, I don't want to get into an argument about it, like the post linked above almost did! But it's crucial we find a way of correctly identifying these calls as overflowed, and not abandoned.
I've seen this discussed here: https://www.3cx.com/community/threads/3cx-phone-abandoned-phone-calls.68389/ but there was no outcome and wondered if this has made any progress at all?
We have call queues set up so that if no one answers within 5 minutes, it goes to a voicemail box. However, when this happens, the call is incorrectly counted is abandoned. It's not abandoned as the caller didn't hang up. Much in the same way that if the caller did hang up, this would be correctly counting as abandoned.
Since there is a specific option for an overflow in the call queue settings, I would have expected the reports to be able to identify that this flow was activated and tag the call as such. In this instance, the call can go three ways; answered, abandoned and hung up by the caller, or overflowed. But reports only show statuses; answered or abandoned. This leads to inaccurate reporting. Especially if the call moves from one queue to another, because the caller would ring and eventually speak to someone, but in that journey may be passed around multiple queues, with each apart from the last counting this call as abandoned and potentially subject to callbacks from the users that missed the call because they thought they hung up.
Needless to say, I don't want to get into an argument about it, like the post linked above almost did! But it's crucial we find a way of correctly identifying these calls as overflowed, and not abandoned.
