We have 4 call reps answering calls remotely, almost every time we receive a call I can see the call ringing in the HUD display, they do not answer the call, and after 30 seconds the call is sent to the next rep, and then the next available rep until finally one rep decides to answer the call, or the caller hangs up.
This is more of a discipline problem, but if I had proper tools I could address the issue. Sure we receive a missed call notification email, but I do not know what rep specifically did not answer the call.
Ringcentral use to have a reports tab but I can not find that page in the admin portal. Anyway is there a way to display in our Glip group chat a notification every time we have a missed call from a department or specific user? Or can we develop a custom dashboard that displays each users missed calls?
TIA