Report to see missed ACD calls

[alex32165]

Hello,
I would like to know if there is a way to see the ACD calls that ring at a logged in ACD agents extension, but failover to another agent when they do not answer.

I see that there is an unanswered calls column in the Extension Stats report, but it was suspected by our Customer Service manager that it only counts direct calls to the extension, not ACD calls.

 

[VasilisV_3CX]

Hi @alex32165,

To get an accurate look at specific polling attempts before they're transferred to another agent, you'd need to be using a queue. The reason is that the extension statistics report shows all polling for all calls not specifically those when the agent is logged into a specific queue.

If you don't have a PRO edition license key and would like to have a trial to see if it works for you, then you can contact a 3CX Partner to have them upgrade your license key to a 45 day POC (proof of concept) key, granting you features for whichever edition you require.

If you have a PRO license and would like to check this, between the Agents in Queue Statistics report, Queue Performance Overview report and the Abandoned Queue Calls report, you should get a really good indication of what's going on in your queues and moreso with regards to each agent's activity.

 

[Evolute IT]

We are a 3CX Partner if you need a PoC to test.