Abandoned vs overflowed

[telis]

A call leaving a call queue to overflow to another call queue is listed as "abandoned" in the wallboard and not overflowed even through the caller didn't hang up.

Is there any way to get the abandoned and overflowed calls totaled separately?

 

[YiannisH_3CX]

Hello @telis

Since the call is not answered in the queue and the caller reached the Destination if no answer timeout then the call will count as abandoned for that queue. These cannot be separated in the reports.

 

[telis]

the call will count

Well that's the point isn't when you count this call you're putting it in the wrong bucket, and you're destroying the useful information about which of the two possible scenarios happened to the call!

 

[telis]

I was going to make a feature request but someone already has - https://www.3cx.com/community/threa...eported-even-if-picked-up-in-2nd-queue.51962/

Vote it up!