Hi Joshua!
Before diving into the logs, one pointer (not exactly proof) can be found using the WebClient of the extension that is a "Queue Manager" for the Queue.
The highlighted value increments by 1 whenever a Queue Call is missed by the Agent, but also when they actively reject the call.
So, if a Queue has 5 missed calls, and you see most other agents have ~4-5 missed calls, and one other has 20+, the you
could suspect that they are rejecting calls.
Not proof, but a pointed.
Now in the logs it gets a bit more complicated. First you would have to enable Verbose Logging, then check the "3CXQueueManager.log" file.
Here you could search for "before servicing started" and this should bring you lines similar to this:
Code:
Agent QA:000@800 has dropped call 24 before servicing started
Now these lines appear in 2 scenarios:
- When the Caller hangs up
- When an Agents rejects a call.
But, logically if the Caller hangs up, you should only see one such entry per agent per call ID.
If you see multiple such entries per Agent per Call number, you could probably assume that calls are being rejected.
As the logs are a bit tricky to read, especially on busy systems, I would use these 2 methods to investigate, but if there is suspicion of foul play, have someone keep a physical eye on the Agent in question, and not acting on the logs alone.
