Queue Performance Report Questions

[mrmmd]

Referring to the screenshot from a weekly Queue Performance Report, I need to understand the 'Unanswered' column. For example it shows 47 calls unanswered. It also lists 35 calls as 'Polls'. 47-35=12, is the 12 caller difference, callers that hung up before anyone was even polled?

Thanks in advance for your replies.

 

[VasilisV_3CX]

Hi @mrmmd,

I think you're confusing the polls as answered calls, this isn't necessarily true. If you ring an queue and 1 agent declines the call, then it repolls them, they decline again - you'll have 1 unanswered (or answered) call and 2 polls on that agent.

The poll counts how many times the agents are polled (their extension rings), not how many calls they answered. Example below:

 

[mrmmd]

Is a poll the actual ring count or how many times the call came to their extension? IE: Say you have three agents in a queue. Call goes to agent 1, then agent 2, than agent 3 then back to agent 1 and agent 1 answers the call when it comes back to them a second time. Does that count 2 polls for agent 1, 1 poll for agent 2 and 1 poll for agent 3?

 

[VasilisV_3CX]

Hi again @mrmmd,

You've made a good point and pointed out something that I neglected to add in. If the call is answered, there will be no polls added to the Agents, it will only add polls to unanswered calls this is why the polls appear under the unanswered.

In your scenario, because it is answered by Agent 1 when it returns, it will not add any polls to their extension.

So to summarise, the poll is how many times the extension was called and is counted only if the call is unanswered.