Web client missed calls badge: why not-logged-queues-ones too?

[Filippo Lepri]

Hi,

we noticed a web client behavior we consider somehow strange.

In the "missed calls" section a badge ("counter") appears to let you know new calls you've missed, and that's good (and obvious).

But ... if you're a member ("agent") of a queue and you've temporarily LOGGED OFF by that queue, you can see the counter increasing by the calls missed from that call.

Well ... we're the only ones who find it strange and maybe "wrong"? ... I mean: you DIDN'T RECEIVE that call, as you was logged off from the queue. It could at least be a customizable option, maybe ...

FL

 

[JohnS_3CX]

Hi Filippo,

This is by design. When an agent belongs to a queue (logged in or out doesn't matter), they are able to see the Queue Abandoned Calls which also appear on the badge. The agent can now call back the customers that left abandoned calls if they wish when they log back in. Without this feature the next shift would not know which calls were abandoned in order follow up.

The above is regarding the Queue Abandoned calls. The agent also has their own counter of Agent Abandoned Calls while they are logged into the queue (which count against the agent in this case)


So the agent here answered 1 call / had 6 abandoned calls (while logged in) / Spoke for 4 seconds total

Any additional calls after he logged out will not increase his Agent Abandoned calls counter above 6, but he will see those calls in the Queue Abandoned calls section nonetheless.