Queue Report

[DaveA66]

Hi
A couple of questions about the Queue Performance Report

If a call is not answered in queue A and overflows to queue B, does that call show as abandoned in queue A?
If so , is there a way to distinguish between calls that overflowed to another queue and those where the caller hung up whilst in the queue?

For queue B then, is there a way to distinguish between calls that came directly into the queue and calls that overflowed INTO the queue from queue A?

many thanks!

 

[VasilisV_3CX]

Hi @DaveA66,

If a call is not answered in queue A and overflows to queue B, does that call show as abandoned in queue A?

Yes, an abandoned call is any call that does not get answered by someone in queue A and either overflows or is terminated.

If so , is there a way to distinguish between calls that overflowed to another queue and those where the caller hung up whilst in the queue?

For queue B then, is there a way to distinguish between calls that came directly into the queue and calls that overflowed INTO the queue from queue A?

The Call Report will show details about where the call transferred to after being abandoned. If the call was hung up it will state Teminated by [caller] and if it overflowed it will say Abandoned, sent to [other queue].

 

[DaveA66]

Thanks Vasilis

So there is no way to get a report per queue that will show abandoned total and overflow total?

 

[VasilisV_3CX]

Hi @DaveA66,

There is the Abandoned Queue Call report which will show how many abandoned calls you have, which you can isolate per queue. This won't show overflow specifically though, you'll need to cross reference it with the Call Report to ascertain that data.

 

[jed]

So there is no way to get a report per queue that will show abandoned total and overflow total?

There is, you could try an trial of our JEDWare to see if this doesn't give you the figures you are after
Plz. contact me for further if needed.