Missed calls on reports

[steveyc]

We have 2 q's...if a call comes in to one q but no one answers but the call is picked up by someone else (not in a q with *20*extnumber) it seems to show as a missed call in the q performance reports.....is this normal and is their any way round this so it doesn't make the reports look bad..

 

[JohnS_3CX]

Hi,

If you are referring to abandoned calls, those are always with regards to the queue.

So if an agent of the queue did not pick up the call, the report will not show it as answered.

Not sure there is a way around this since ultimately you want to monitor the agents for calls being answered, not some 3rd party.