Call Result descriptions for Queues and IVR

Any information found on this? I am looking for the same answers. I see vm/Abandoned, but voicemails were left. I need to be able to report this out to my leaders.

Hello ​@TeeKay,
 

The Call Results in RingCentral Analytics & Reporting use specific terminology to classify inbound calls, particularly in relation to Call Queues and User Extensions. The notations you are asking about are a shorthand for calls involving Voicemail (VM).

Here are the descriptions for the Call Results vm/Abandoned and vm/Missed:

VM/Abandoned (Voicemail/Abandoned)

This result is typically related to Call Queues.

• Abandoned Call (in a Queue context) is an inbound call where the caller hangs up before being answered by a user or before going to voicemail for that queue.

• Voicemail for a queue is counted when the caller is transferred to the queue's voicemail and hangs up after the beep signal (leaving a message) or is simply directed to voicemail.

• The notation vm/Abandoned suggests a grouping or consolidation in a report that includes all calls that were not answered by a user in the queue, covering both:

  1. Calls where the caller hung up while waiting (Abandoned).

  2. Calls that ended with the caller being directed to and using the Voicemail feature of the Call Queue.

VM/Missed (Voicemail/Missed)

This result is typically related to User Extensions.

• Missed Call (in a User context) is an inbound call that was routed to a User's direct extension (without any queue involvement) and was not answered by the user or the user's voicemail.

• Voicemail for a user is counted when an incoming call goes to a user's mailbox and the caller leaves a message (i.e., hangs up after the beep).

• The notation vm/Missed represents a total of all inbound calls to a user's extension that were not answered by the user, combining both:

  1. Calls where the caller hung up while the extension was ringing (Missed).

  2. Calls that were sent to the user's mailbox and resulted in a Voicemail.

In RingCentral Analytics, the distinction between Abandoned and Missed is primarily based on the destination:

• Abandoned Calls are generally associated with Call Queues.

• Missed Calls are generally associated with User Extensions.