Can anyone tell me if the Call Report behaviour can be changed? Currently we have a call flow where the callers go into an IVR to listen to our welcome message and get some digital prompts, then they get moved into a call queue. If they stay in the queue too long they get an IVR asking if they want to leave a message, otherwise they get returned to the queue.
When I look at the call reports each time the caller is moved from the IVR to the queue it shows as an abandonded call. Management is really giving us a hard time because abandonded to them means the caller hung up, which has not happened. Staff are also given a hard time because it looks like they have not been attending to the telephone calls when in reality the caller is moving around the queue system. It seems to me that 3CX has a call reporting value missing to clearly identify callers who hang up (abandonded) vs callers who are transferred internally in the system (transfer from IVR to queue to Agent). I'm hoping this is something that can be fixed up as it is playing havoc with the managers and staff trying to figure out if callers really are hanging up or just being transferred within the system.
When I look at the call reports each time the caller is moved from the IVR to the queue it shows as an abandonded call. Management is really giving us a hard time because abandonded to them means the caller hung up, which has not happened. Staff are also given a hard time because it looks like they have not been attending to the telephone calls when in reality the caller is moving around the queue system. It seems to me that 3CX has a call reporting value missing to clearly identify callers who hang up (abandonded) vs callers who are transferred internally in the system (transfer from IVR to queue to Agent). I'm hoping this is something that can be fixed up as it is playing havoc with the managers and staff trying to figure out if callers really are hanging up or just being transferred within the system.
