Better Lost/Abandoned Call Details and Options

[redbudindustries]

Our company uses several different call queues. We are trying to make improvements and troubleshoot based on reports and alerts we get from the system but we are having an issue with lost/abandoned calls. We have noticed that in the alerts, reports and call log calls are simply divided into answered or not answered, regardless of reason. I can look into the activity log and see that some are the caller ended that call before it was answered but this is not an effective solution. Some calls roll don't get answered within the max queue time and move to other queues but still send a lost call message. The most unfortunate are the calls that simply don't connect because of some technical issue but all that shows is "lost call."

Is there a way to turn on a more granular response to calls not being answered? Preferably for reports and alerts.

We would like to be able to specify who gets what alerts in the case of call queues. Right now its all or nothing for what ever alerts you turn on.

Thank you for your time.

 

[cobaltit]

3CX redid the whole queue engine in v16 and part of the reason I believe was to provide better reporting as it is definitely lacking in many areas. Most folks that need better/more granular reporting are turning to 3rd party solutions. Either something from @voiptoys or CallSequitor by @Cjay or are taking the raw CDR output and doing their own manipulations.