Abandoned call discrepancies

[Jim Taylor]

I have a system with 50 or so users, multiple queues, IVRs, etc. There are 2 users who are both set as Receptionist, both have 100% visibility to all departments. On the Panel in the website, one user sees 3 abandoned calls. The other user sees 0. If you pull up an Abandoned Queue Calls report, it shows zero for today. The only report I can get to show anything totaling 3 calls being missed is a User Activity report, which shows 1 Unanswered call in the 6am hour, and 2 Unanswered in the 9am hour. If I go into the call logs those appear to be where a direct extension was dialed but not answered/went to voicemail. I'm not 100% certain if those User Activity Unanswered calls are what's populating the Panel, as I thought the Panel Abandoned calls were queue related, but again, the call reports show no abandoned calls even thought the panel shows 3. Why would one user see 3 and the other 0? Need some help clarifying this as the customer doesn't know how to interpret the results, nor do I.

 

[Alphabetic]

What view are they using in Panel View?

View all or specific q?

in the 3CX settings > View what queues and calls are selected to be viewed?

 

[Jim Taylor]

Both users are set to View All, and View settings both match identically with everything checked.

 

[JohnS_3CX]

The one who can see the abandoned calls in their history has been added here as a supervisor:

 

[Jim Taylor]

Both users in question are only in this section for one queue, but both are listed, so their view should technically be the same.

 

[JohnS_3CX]

Unless that’s not the queue with the real abandoned calls.

You could remove both from the one you mentioned earlier and check if the user who had 3 abandoned calls still shows 3. If they do, that means the calls came from a different queue.