Identifying overflow calls from queue groups

[brendanr]

Hi all,
I have a call queue group set up to go to a voicemail after 30 seconds. When this is triggered, it is counted on the out-of-the-box reports as an abandoned call. I can see why this is done, however is there a way or a report that will show these as separated out? Without this we don't know how many people hang up because they don't want to wait, and how many do wait and leave a voicemail.

Thanks in advance

 

[VasilisV_3CX]

Hi @brendanr,

We have an Abandoned Queue Call report that you can run which will show exactly this, and which agents were polled at the time.

 

[brendanr]

Thanks @VasilisV_3CX, however I don't think I worded my question correctly - when I said separated out, I meant specifically overflow calls. I don't want them to count as abandoned, as although they weren't answered by an agent, they weren't technically abandoned by the caller (eg, the caller got fed up of waiting).

I thought by using the overflow, the system would know that the overflow kicked in and would be able to label the calls as overflowed rather than abandoned. So for instance the report would look like 2x calls answered, 3x calls abandoned (the caller hung up), and 4x overflowed (as per the rule set up in the call queue group).

Sorry, I hope that makes more sense! Thanks for your help

 

[VasilisV_3CX]

Thanks for clarifying @brendanr, this is actually an feature request in the Ideas forum right now, feel free to upvote it: https://www.3cx.com/community/threa...eported-even-if-picked-up-in-2nd-queue.51962/