Hello 3cx community,
Hoping someone can shed some light on the data that we're seeing in the Queue Performance Overview report. The numbers that are reported for calls that come in through the Digital Receptionist to Call Queues appear to be accurate. My question is in regards to the queue that we have setup where we have the " Automatically unpark forgotten calls" directed to a specific queue.
When we run the data on that queue, to see how many of those calls were Received/Service/Unanswered, the report is always reporting that 50% of the calls were Serviced, and 50% of those calls were Unanswered. We thought it was an anomaly at first, but these reports have been consistent for about 2 weeks now.
Does someone know why this is? Are they getting flagged as "Unanswered" because they were forgotten, and placed in the queue to begin with?
We have an issue where staff are forgetting calls that they've put in parking spaces. In order to help out with that, we've setup a call queue for those calls to be directed to, so it will ring again, so the caller will be answered.
We're trying to use the Queue Performance Overview report to give us details on how many calls actually get routed to that queue in the first place (we have it set for 5 minutes currently). Also wanted to take this opportunity to ask, is there a better way to accomplish and report on what we're trying to achieve?
Any help is appreciated, thank you!
Hoping someone can shed some light on the data that we're seeing in the Queue Performance Overview report. The numbers that are reported for calls that come in through the Digital Receptionist to Call Queues appear to be accurate. My question is in regards to the queue that we have setup where we have the " Automatically unpark forgotten calls" directed to a specific queue.
When we run the data on that queue, to see how many of those calls were Received/Service/Unanswered, the report is always reporting that 50% of the calls were Serviced, and 50% of those calls were Unanswered. We thought it was an anomaly at first, but these reports have been consistent for about 2 weeks now.
Does someone know why this is? Are they getting flagged as "Unanswered" because they were forgotten, and placed in the queue to begin with?
We have an issue where staff are forgetting calls that they've put in parking spaces. In order to help out with that, we've setup a call queue for those calls to be directed to, so it will ring again, so the caller will be answered.
We're trying to use the Queue Performance Overview report to give us details on how many calls actually get routed to that queue in the first place (we have it set for 5 minutes currently). Also wanted to take this opportunity to ask, is there a better way to accomplish and report on what we're trying to achieve?
Any help is appreciated, thank you!
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