Call Centre reporting

[Chris_P]

Hi

We have setup a inbound call centre with two queues, first and second level. when a inbound call hits the first level and there is no agent available to take the call, the call is transferred over to the second level queue. the problem we have is when we run a call report, the calls that have transferred from 1st to 2nd level queue show as abandon calls and are distorting the report.

Is there any way around this problem and if not how can we get 3CX to look at adjusting the system to report the call is transferred rather than abandon? An abandon call should really be one where the caller has hung up.

Regards
Chris

 

[mirjam.nz]

Hi Chris

Idea: If you go with a 3CX Enterprise Version you can have skilled based routing and the call stays in 1 queue. This will give you a "cleaner" report.

Cheers
Mirjam

 

[JohnS_3CX]

Any call leaving a specific queue unanswered will be abandoned with regards to that queue specifically.

This is true even if it was answered elsewhere (regardless if the "elsewhere" is another queue)

 

[Chris_P]

Hi JohnS

I appreciate that this is the case, but surely 3CX see this as a flaw in the system? The call is still active and within the call centre. Is this something that 3CX would be willing to work on to find a solution too? Perhaps a setting within the queue settings that you can enable/disable to mark the call as not abandoned?

Regards Chris

 

[Chris_P]

Hi Chris

Idea: If you go with a 3CX Enterprise Version you can have skilled based routing and the call stays in 1 queue. This will give you a "cleaner" report.

Cheers
Mirjam

Hi Mirjam

Thanks for your reply. We do have the enterprise version, however our staff who man the call centre move between first and second level, depending on their shift.

Given that this is the case and that we get them to login to the call centre using their own unique credentials, I can't see skilled base routing working. As I understand skilled base routing is based on the individual's login details, so if a user was on the "back of house" shift, where the inbound calls land first, and then moved to "front of house" which is our overflow, skill base routing would not work. Am I correct?

Regards Chris