Analytics Tagging for Abandoned Calls

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Analytics Reporting should have additional tagging for specific calls and scenarios. Currently Analytics are tagging calls that were not answered, went to voicemail as abandoned. Issue starts when running reports showing inaccurate data just because of the incorrect/incomplete disposition/tagging being done on the analytics report. 

Scenario 1: Customer calls in, 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. 

Call Example:

Scenario 2: Customer calls in, selects a queue, then selects another queue, the call is then answered by a user on the 2nd queue that was selected.
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 Example:

When the call was answered on the other queue it tags it correctly as an answered call.

Plus the other queue never shows the call as Abandoned and is call count for both queues. This impacts the reports that the customer is sending since the call was actually answered but the 1st queue will receive an abandon tagging since the call was answered on a different queue.

Suggestion: Tag/disposition the call the same as when call first comes into the queue and customer selects an IVR option there.

Correcting the tagging for how the calls are routed will have an impact on how reports are being delivered. The accuracy of the reports and the interpretation of reports being delivered.

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Posted 1 year ago

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