Looking for descriptions on the following Call Results - vm/Abandoned & vm/Missed
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.
Looking for descriptions on the following Call Results - vm/Abandoned & vm/Missed
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.
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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.
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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.
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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:
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Calls where the caller hung up while waiting (Abandoned).
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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.
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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.
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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).
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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:
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Calls where the caller hung up while the extension was ringing (Missed).
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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:
