Incoming Calls Abandoned

[Brian Cai]

Hi there,

We are experiencing a significant increase in abandoned incoming calls, which is unusual compared to our previous call data.

This sudden surge in abandoned calls can have a negative impact on our customer service and may result in missed opportunities. It's crucial that we address this issue promptly to ensure our clients receive the service they deserve.

 

[Alejandro_3CX]

HI @Brian Cai so in your main queue 8001 you have set as destination if no answer the Queue 8006.

A missed call in the queue is considered when the same reaches the destination if no answer or when the caller hangs up before being attended.

A call will be forwarded to the destination if no answer when:

• There are no agents logged in the queue
• The maximum waiting time in the queue has been reached
• The limit of callers waiting in the queue has been reached
• The caller press * while waiting in the queue.