Report explanation

[Mims]

Hello,

I'm trying to find explanations in the documentation for the content of the generated reports, but I have some questions for the "answered/unanswered queue calls" report:

- How can we have a specific group (2xx) reporting?
- How are missed calls counted?
- Is there a missed call when the call is transferred?
- Are there two missed calls if no one in the group answers?
- If the call goes back to the first in the list, is it counted as a missed call?
- If there is only one person in the group and that person is on the phone and a customer calls, is it a missed call?
- When there is only one person in the group, that person is online and several customers call, how many missed calls are counted?
- Is it also possible to have a report in which the missed calls are specified:
- If online, but no one answers
- If no one answers because offline

Thank you for your help.

 

[PierreS_3CX]

Hi,

- How can we have a specific group (2xx) reporting?
By adding different queue when creating reports.

- How are missed calls counted?
When a call is not answer by a member of the Queue.

- Is there a missed call when the call is transferred?
No if the call is tranferred by a member of the group after pickup the phone.
Yes if the call is directly transferred by a member of the group before answer it.
Yes if the call hit "Destination if no answer".

- Are there two missed calls if no one in the group answers?
No just one

- If the call goes back to the first in the list, is it counted as a missed call?
No it is counted as a polls for the member of the Queue.

- If there is only one person in the group and that person is on the phone and a customer calls, is it a missed call?
No if the person can finish is currently call, and answer the person in the queue.

- When there is only one person in the group, that person is online and several customers call, how many missed calls are counted?
As many call that are not responded during the "Maximum Queue Wait Time (seconds)" set in the "Destination if no answer" of the queue.

- Is it also possible to have a report in which the missed calls are specified:
Yes in the "Queue Performance Overview" report

- If online, but no one answers
Yes, by one call abandoned with X number of polls for member of the Queue

- If no one answers because offline
Yes, by one call abandoned with 0 polls

 

[Mims]

Hello,

Thank you very much for your answer.
One other question: if the agent (alone in a queue) sets its status to "away", does it marks calls as "missed"?

 

[PierreS_3CX]

Hi,
Missed from the queue=1, for the extension = 0 polls