I have been reviewing call logs since the new Analytics portal launched due to KPI impacts. I have found two issues in how RingCentral dispositions/tags a call that is questionable. I say questionable because I consulted with someone who manages an IVR system for 57M customers that I partnered with several years ago.
Scenario 1: Customer calls 800 number, selects a queue and is routed to voicemail.
Issue: RingCentral will tag the call as Abandoned when the call is sent to voicemail prompt which is correct tag. RingCentral then tags the same call again with Abandoned after voicemail is left. That makes for two Abandoned KPI dings for one call. This is new as of April 2019 after looking back through Nov - March data.
I am not sure how anyone is supposed to answer a call when it is in Voicemail so I believe this is an invalid tag for Abandoned since the call has already been tagged.
Scenario 2: Customer calls 800 number, selects a queue, then presses keypad # for another queue, call is routed to that queue and answered in the other queue.
Issue: Since customer selected another option while in IVR queue, that queue is dinged with Abandoned call tag. When the call is routed to another queue based on customer selection and call is answered, call is still left abandoned in original queue.
Plus the other queue never shows the call as Abandoned and is call count for both queues
Suggestion: Tag/disposition the call the same as when call first comes into 800# and customer selects an IVR option there.
Call Example: Caller pressed 3 on keypad routing to another queue. This call was tagged as abandoned and was answered in another queue.
Same caller pulled up in queue customer was routed to and does not show it was Abandoned here. (I would not expect or want it to either)!
We have a low call volume which is a good thing from one perspective and bad from KPI perspective based on how calls are tagged/dispositioned in the IVR for call routing.
Has anyone else had this issue or have you noticed it? If yes, were you able to develop a resolution for this?