Outgoing Calls - Agent Status

[Yvano]

Hello,

In an outgoing calls scenario
When an agent dials a number but there's no answer
what will be the status of the agent?

Will it be clear in the reports that we tried to call that number but i.e. customer did not answer?

thank you

 

[pact]

HI @Yvano

Yes it will be clear.

In 'Call History' you can see the call is 'unanswered'.

In the call reports, using 'Call Report' as the template, you will see the Agent phoned the number, how many seconds it rang for and how it was terminated.

Bare in mind that if the customers voicemail picks up the call, it will show as 'answered' in 3CX as the destination did collect the call.

This call report can also be customized to filter by Customer phone number as well, so you can easily produce a report showing how many times you have attempted to contact the customer when they inevitably complain 'you never called me'!

 

[Yvano]

Hi @pact

Thank you for your answer,

We have received the request below from a customer, do you think they make sense and can be met?



Thank you,