Strange call on report

[TSlocum]

One of our office managers gets the "Call Reports" report emailed to him every morning. We have one call that we're confused on because it shows unanswered with 0 seconds ringing, but a talk time of 40 seconds. What could have caused that? We want to make sure we're not missing calls due to some weird setup or bug.

Attached is a screenshot of the entry in the report, with the customer edited out for privacy.

 

[NickD_3CX]

The call seems to have first gone to something else before going to the extension (maybe an IVR?) as the entry is 2 lines. What is that something else?

 

[TSlocum]

The top line that is blanked out was another unrelated call. I just kept it in there so you can see the column headings. The call I'm asking about is the bottom, grey line at 7:57:38 am.

 

[NickD_3CX]

I still can't understand how I missed that 2nd call..... :roll: :roll:

Anyway, the second call seems to be a call to a Queue. A call once it hits a Queue is immediately answered by the Queue and the Caller starts listening to the Music on Hold, hence the talking time being 40 and the ringing 0 (answered immediately).

The "unanswered" though refers to the fact that an agent in the Queue did not pick up this call, otherwise you would also see the Agent in a second line below.

 

[TSlocum]

Perfect, that's exactly what I needed. Thank you very much.