Abandoned Calls on Live Reports

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  • Updated 3 weeks ago
  1. Account type: UK

  2. Related case number: 08307899

  3. Detailed description of problem: Abandoned calls are being shown in our live reports for our queues. We have it set up so agents can pick up each others calls, if agent 2 picks up agent 1s call, when agent 2 finishes their call it logs this as an abandoned call. This isn't reflecting accurately what is happening as the call is being answered. I raised the case and was informed that this feature was a requested feature and to create a community post as a suggestion to change this. How it works currently is no good for us as a lot managers rely on this information and it's bringing the calls answered percentage down and looks like we are abandoning calls when in fact they are being answered. 

    Also to tie in with this when the same scenario occurs above, it shows as queued in live reporting for the duration of the call -- suggesting that the caller is waiting when in fact the call has been answered.

  4. RingCentral Software: 10.3.5

  5. 53 Users

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Gareth Williams

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Posted 3 weeks ago

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