We are trying to determine the number of missed calls for individual users, and I am trying to better understand how Refused Calls are being calculated in Performance Reports and how they relate to Missed Calls in Business Analytics.
For example, User A is showing 12 missed calls in Business Analytics. When I download the Business Analytics call log and review the individual call logs, I am seeing scenarios such as:
A call is routed to the queue and then to User A.
User A does not answer the call.
The call is then routed to User B.
User B answers the call and the overall call is completed.
However, Business Analytics records the call for User A as Not Answered / Missed without VM.
Based on this, it appears that Business Analytics is counting the individual user's unanswered call leg as a missed call, even when the overall inbound call is ultimately answered by another user.
Where I am having difficulty is reconciling this with Refused Calls in Performance Reports.
When I download the call details from Performance Reports, the downloaded results appear to only show the answered calls and do not provide the full call-routing tree or the individual unanswered legs in the same way Business Analytics does. Because of this, I cannot determine exactly which calls are being included in the Refused count or how it is calculating it.
We are specifically trying to understand these metrics at the individual user level, rather than at the queue level, so we can accurately determine how many calls each individual actually missed and how RingCentral expects these metrics to be interpreted.