Report regarding rejected calls

[Yellow_Flash]

Hi,

Is there any way to find out whether a user(a part of Queue) is rejecting the call which comes to the Queue?
For example,
Queue strategy is set as Longest waiting, and there are 3 people who are part of the Queue.
When a call comes to the Queue, if the first person doesn't take the call within a stipulated time frame, it will be passed on to the next member.
I would like to know whether there is a way in 3CX to find out whether members are rejecting the calls and the call is then transferred to the next member.
Is there a way? or is there any report in 3CX that provides an insight regarding this?


Thank you.

 

[Alejandro_3CX]

Hi, if you are the queue manager then from the panel using the web client or desktop app you can see on each agent the following



when an agent is being polled by the queue and they reject the call so the system polls a different agent, then you can see that the red arrow will count 1 call.

Of course, missed calls also will be shown there, but if you see that the number of the red arrow is higher than the queue missed calls, then you will know that agents are rejecting these calls when they are polled.

 

[Yellow_Flash]

Thank you for the response.

 

[Alejandro_3CX]

You are welcome, have a great week ahead!

 

[Yellow_Flash]

Thank you. You too have a good one.