Forwarded calls counting as abandoned

[Ben FSUK]

Hi,

On my system I have 3 queues, if a call goes to one queue and doesn't get answered within the timeout it overflows to another queue. This counts as an abandoned call in the stats, which I really don't want.

I need to be able to accurately report on the number of calls that actually go unanswered by anyone, by which I mean the caller terminates the call before it is answered.

Having it set this way to count a call forwarding to another queue as abandoned seems totally bizarre to me, as it just maskes the data meaningless.

How would be best to avoid this issue, or report in a different way to get meaningful data?

 

[eddv123]

This one is a regular request on the forums.

FAQ on the forums and no way of changing this as far as I am aware:
https://www.3cx.com/community/threads/overflow-number-considered-as-abandoned.33009/#post-144461
https://www.3cx.com/community/threads/abandoned-calls.46623/#post-188067
https://www.3cx.com/community/threads/queue-additional-custom-polling-strategy.46643/#post-193613

However technically the call is abandoned (from the first queue at least).

But I agree giving the system the ability to differentiate between calls that are genuine abandoned calls and calls going to overflow would be useful. I know of lots of partners who also would like to see this also.

Maybe one for the ideas site I think.

 

[Ben FSUK]

Thanks for your reply.

This is a major failing of the system, and almost makes me regret choosing it for my business.

I'm sure I'll be able to create an excel spreadsheet to copy data into and calculate the correct abandon rate, but I had to do that with one of my old systems and I'm not pleased about having to do it again.

I'm equally sure 3cx could easily make this change. If you look on the call reports it lists entries as "abandoned: sent to queue 800" or "terminated by [caller]". That shows that the abandoned stat is looking for calls that either hit the timeout and gets diverted, (status unanswered and reason abandoned sent to q) OR calls which hang up in queue (status unanswered and reason terminated by [caller]). All that is required would be to remove the the first criteria.

Additional development work may then be needed to make this optional for those who may want these to count these as abandoned, but for my purposes I would be happy for it to be removed and only the second criteria count as abandoned. This should only require a minimum amount of development work to locate and remove the relevant line of code that looks for the first criteria and then to test it.

I'd even be happy to pay 3cx to make this change for me.

 

[eddv123]

Hi Ben FSUK,

I think 3CX is a great PBX and I would not count it out just yet, no system will offer 100% functionality, but I believe 3CX is getting there, it has so much ability and can be very powerful due to the fact it is an open standard system. What this means is that it is not locked down (like most of the big name systems out there on the market today) making it a very flexible solution.

Anything that cannot be done by default can sometimes be remedied with the right skills or using 3rd party software or a bit of programming knowledge:

Examples include the "The call control API" or "Call flow Designer" which replaced the VAD:
https://www.3cx.com/blog/docs/call-control-api/
https://www.3cx.com/blog/releases/call-flow-designer/

Albeit this will not fix your initial issue, but when I want something solving which I cannot do natively I normally speak to these guys: http://www.insperix.com/

They offer 3rd party solutions that can solve some of these issues and do have a solution to this particular problem as I have asked them before. They are UK based but are open to the worldwide market. Drop them a line or if you can PM me I will send you the response I had when I asked.

I would be keen also to 3CX's take on this - they can often suggest work-arounds to such problems.

 

[Ben FSUK]

It is a great system, true. But i think this a such a fundamental error it baffles me.

Accurate call reporting is crucial to any contact centre, and not being able to get meaningful data on abandoned calls is extremely disappointing.