Abandoned Queue Calls grouping

Discussion in 'Ideas' started by DovydasJ, Nov 17, 2015.

Abandoned Queue Calls grouping 4.9 5 10votes
4.9/5, 10 votes

  1. DovydasJ

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    Hello,

    Idea: Abandoned Queue Calls grouping in 3CXPhone Call History > Abandoned Queue Calls

    More detail: If we have impatient caller which one calling to Queue, but after short waiting hangs up. He is doing same few times. Now every failed connection in 3CXPhone Abandoned Queue Calls we can see like "new task". It would be great, if we could group calls from same number. For example:

    Caller number is 123456789. If he has try to call in queue for 3 times, but every time he hangs up, could be showed like one record. Maybe it could be showed like: "123456789 (3)" - number in brackets is indicate how many times he called.

    Bye!
     
    Saulius Balciunas likes this.
  2. andrejk

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    Abandoned Queue calls improvments

    Hi,

    It would be nice, that Abandoned Queue calls will work like this:
    Agent mark number as Dealt with. This is OK.
    But if same number is in the list more than one time, all should be marked as Dealt with, when only one is marked.

    Now agents call back customer many times, if customer called to Queue many times.

    Other request related to this one is regarding Reports:
    It would be nice to have report, on haw many callers were called back (marked Dealt with).
    So supervisor can easily see how many calls were lost in queue and how many were successfuly called back.

    Thanks
     
    DovydasJ likes this.
  3. DovydasJ

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    Hello,

    This question from our clients comes again and again.

    Needed functionality:
    1. Same Caller ID abandoned calls grouping in this list:
    upload_2016-12-23_11-2-22.png

    2. Second functionality with this also should be like @andrejk was written:
    Other request related to this one is regarding Reports:
    It would be nice to have report, on haw many callers were called back (marked Dealt with).
    So supervisor can easily see how many calls were lost in queue and how many were successfuly called back.
     
    innovamer and Saulius Balciunas like this.
  4. Saulius Balciunas

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    This would be really useful
     
  5. DovydasJ

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    Still need it. Thanks.
     
  6. Saulius Balciunas

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    This could become great competitive advantage to 3CX alog with missed queue calls filter

    BR,
    Saulius Balciunas
    TENESYS
     
  7. Dominik

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    Thread up !
    Is there any news for this functions ?

    Regards
     
  8. Architectp

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    Hi to all

    We have sam situation and I dont see the poit of un-gruped missed calls?

    We have end customer which has multiple incoming calls through IVR on their site , and that
    bug is causing many problems to agents that are involved in handling missed calls.

    Is there some kind of workaround for this problem?
     
  9. voiptoys

    voiptoys Active Member

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    Sometimes it is hard to know when to step into a discussion like this. On one hand, there isn't much we can do about grouping missed calls in 3CX phone or the web client. There is no API for making these kinds of changes. On the other hand, there are things we can do to address the problem of abandoned calls. One obvious option is to turn on the queue's automatic call back feature. Allowing a caller to request a call back eliminates the need to really "do" anything since 3CX will automate the call-back process for you. Further, you may be able to reduce the number of truly abandoned calls using overflow queues where you expand the number of agents taking calls, so fewer people give up before an agent can answer the call. Maybe, by changing some of your business processes a little, you can reduce the number of call-backs that need to be dealt with.

    Finally, it is always possible to do things like this with a custom 3rd-party add-on. It would be possible to create a web portal, for example, that displays abandoned calls grouped however you choose, and have a single checkbox that flags the calls as "dealt with". It's a question of whether you can address the abandonment issue sufficiently through process changes, or decide if there is sufficient budget to fund an add-on, or wait and see what 3CX does.
     
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