When we total the number of abandoned calls with the total calls handled, it does not match the total number of calls offered. Does anyone know why? Our Call Center is new to RC and we are still trying to understand the reports and this is causing us a bit of frustration. Can anyone provide some insight?
Handled call total plus the Abandoned total does not match offered
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1. clarify what report(s) you are looking at:
-are you looking just at Performance reports > Queues
-are you comparing Performance Reports > Queues with Performance reports > Users
-are you looking at Business Analytics?
This link might be helpful:
https://support.ringcentral.com/article-v2/Analytics-Portal-KPI-Definitions.html?brand=RC_US&product=RingEX&language=en_US
2. clarify what metrics you are looking at. (use the terms from the support article above). Sounds like you are talking about the following scenario
Performance Reports > Queues
#Answered + #Abandoned ≠ #Inbound
3. clarify the call handling settings of the queue.
-Longest idle, Simultaneous or Fixed order
- what happens when max caller waiting time in queue is reached(are they getting sent to voicemail? or something else? What’s the #Voicemail on the queue?)
4. When you say “handled” + Abandoned calls don’t match “offered” calls, what is the direction of the deviation? In other words is the sum “handled” + Abandoned calls greater or less than “offered” calls.
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