Unanswered polls not counting as abandoned calls!

[Rida]

If the agent simply ignores the call then after the timeout the call goes to another agent, and they are not charged with an abandoned call.
Any explanation and solutions for this issue!

 

[AWS2P]

is the call finally answered by someone? if so, then I suppose logically this in not an abandonned call in way 3cx consider it

 

[NicholasP_3CX]

A call is only considered as abandoned for a queue when the Caller hangs up, or the call goes to the destination if no answer.

This is how it is designed.



Speaker notes:

When a call comes to the Queue and rings an agent’s phone but doesn't get answered, this will not be registered as a missed call on the extension individually as it happens in the Ring Group.

This will be shown in the 3CX App for Windows and Web Client, under Call History. There is a separate section called “Abandoned”, where all abandoned queue calls can be seen.

In the Switchboard, you will be able to see the total number of Abandoned Calls of the queues, both individually and as a whole.

A call is considered abandoned if a call reaches the Destination if no Answer, or if the caller hangs up the call before it can be answered by an agent.

 

[Rida]

A call is only considered as abandoned for a queue when the Caller hangs up, or the call goes to the destination if no answer.

This is how it is designed.

View attachment 18997

Speaker notes:

When a call comes to the Queue and rings an agent’s phone but doesn't get answered, this will not be registered as a missed call on the extension individually as it happens in the Ring Group.

This will be shown in the 3CX App for Windows and Web Client, under Call History. There is a separate section called “Abandoned”, where all abandoned queue calls can be seen.

In the Switchboard, you will be able to see the total number of Abandoned Calls of the queues, both individually and as a whole.

A call is considered abandoned if a call reaches the Destination if no Answer, or if the caller hangs up the call before it can be answered by an agent.

Hi NicholasP,

Thanks for y replay,

My question is:
How to change the report logic /config so that an "unanswered poll " for example Report type "Extention Statistic report" also counts as an abandoned /unanswered call.

My kind regards,

 

[NicholasP_3CX]

You cannot have it shown as an unanswered call, as the PBX is not designed to show the polls as abandoned. But if you select the "Queue Performance Overview" report you can see the number of polls each agent has had.



3CX considers a call as abandoned when it has not been answered by an agent in the specific queue, either by being hung up by the caller, or going to the destination if no answer, and thus exiting the queue.

 

[Rida]

is the call finally answered by someone? if so, then I suppose logically this in not an abandonned call in way 3cx consider it

Hi,

Take a look at this report!
Inbound unanswered must be 4 instead of 0

 

[cobaltit]

If it must be then you need to get the CDR logs and parse them yourself. Or find another PBX. As @NicholasP_3CX has said twice now, the PBX does not consider that an abandoned call, so no matter how many times you ask, it's not going to show up as that. But, as he also said, if you use the queue performance review port, you will get a count of polled vs serviced which would give you the number you are looking for.