Unwanswered calls in Call Reporter

[cartwrightm]

Is there a way to report unanswered calls per Agent?

An Agent Statistics report shows 4 unanswered calls, however the Agent is positive that no calls were unanswered.

As the calls are all in a call queue, Call Logs only show, per Agent, the Answered calls.

Can anyone help please, or come up with a possible explanation?

Thanks

 

[danhriscanu]

Hi,

A posible explanation is this: If you have 3 agents in queue and the polling strategy of that queue is ring all, of course all 3 phones will ring but only 1 agent will answer the call. So other 2 agents will have a missed call in agent statistics. So the agent may be right about no unanswered calls.

 

[cartwrightm]

Hi Dan,

Thank you for the reply, my ring strategy is Ramdom Hunt, so this would not be applicable. Is there any way to see what happened to the calls in the call log? My agents are targeted on 0 unanswered calls, so obviously this is affecting morale and potential bonuses

Many thanks, again,
Molly

 

[danhriscanu]

Hi,

The scenario is also valid for Randome Hunting polling strategy. If a call is coming to the queue and you have lets say 30 seconds ring timeout but the call is answered after 40 seconds, this means that first agent was ringing for 30 seconds and after that a second agent was polled and answered the call. The call is not lost but first agent will have a missed call. I just gave you a possible example but this is not the only one.
For a more specific and detailed analisys please open a support ticket.