Call Log Report No Longer Displays the User Who Answered the Queue Call

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  • Updated 7 months ago
We would like this feature brought back. We run the call log report every month and would click the detailed report option which would show the user that answered the call, and also the duration of that call. The call log no longer shows this information of who actually answered. Tech support states this feature was removed a few weeks ago. We rely on this for reporting and the work around is very hard with multiple queues.
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Lansberry

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Posted 11 months ago

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Saadet - Community Support, Official Rep

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Hello Lansberry,

I cannot seem to replicate what you're referring to. Could you provide more information or even screen shots? When I go in and view the detailed call log, it tells me that the call was connected to an individual (the individual who answered the phone) and when I download the log I get the same information.
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Saadet - Community Support, Official Rep

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Hello Lansberry,

That is so weird! Earlier this morning it didn't show like that. I can definitely see why this is important!
(Edited)
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StevePaul

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Saadet,
Any work on getting this reimplemented? 
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StevePaul

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Hi Saadet,
is there any movement on this issue?  This is a very important feature for our company. We need to be able to see who is actually answer these calls.
Thanks Steve
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Saadet - Community Support, Official Rep

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Hello StevePaul,

I'm trying to gather more information on this. Thank you for your patience. Once I receive an update, I will let you all know :)
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StevePaul

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Thank you..
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Juan F.

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Was working fine days ago, this function is very important!! to track the calls. ex. see who answered the call or who does not answer the call.....again is very important!!

Dont have sense now add like "new idea" when was working!!! Everyone here knows that the ideas never are completed.
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StevePaul

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We are also running into this issues as well. Our executive team requires a monthly report for our call groups, specifically call volumes and answer times and we are not able to view who is actually answering the calls.  I spoke with support this morning and they also told me that this feature was removed. 
We are able to see the “Forwarded To:” column for “All Users” but when you select a specific extension for a call group, the “Forwarded To” column is blank.

We need this feature brought back into the Call Log Detail.
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Pamela Squires

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We also regularly rely on this feature to see who answered a call in the queue.  We have no tracking or accountability methods now.  Please bring this basic feature back.  The detailed log contains no details now.  Makes no sense.  Instead of "Simple" and "Detailed", it should say "Simple" and "Simpler".
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StevePaul

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Is there any movement on this issue?  This is a very important feature for our company. We need to be able to see who is actually answer these calls that are part of a group.
Thanks Steve
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Saadet - Community Support, Official Rep

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Hello Everyone,

Looks like it's a bug in the system that our engineers are aware of and working on. Please open up a case and include examples of your call log not showing the call queue name, as well as JIRA RC-56525. That way your cases will get appropriately tagged and escalated - once the fix is in place, you will be notified.

Please note, only include the JIRA number if you are experiencing these exact issues. 
(Edited)
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Lansberry

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I  have opened up a case as well with screen shots and the JIRA reference. Thank you.
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StevePaul

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Saadet,

Thanks so much for getting the JIRA case opened.  I have called in and attached our information to the ticket.
Steve
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Saadet - Community Support, Official Rep

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You're welcome! 
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StevePaul

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Hi Saadet,
Any word on the Jira case that was opened for this. We still are not able to view the information. 
Thanks,
Steve
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Saadet - Community Support, Official Rep

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Hello Steve,

I have not received anything yet.

Once I do, I will update this thread :)
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StevePaul

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Thanks Saadet
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Shannon Maggs

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We use this Detailed report for statistics on our call queue members as well.  PLEASE escalate this!  We need to know what users answered the queue calls! 
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Mike, Official Rep

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Just letting you all know that our team has a fix for this and is currently planned for our 9.4 release . Sorry I still can't give you a date as the push is still likely several weeks out but, it is coming. 
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StevePaul

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Mike. 

Has there been any movement on this yet?  It appears that there have been updates on the web site, but the reports have not changed.. Please provide an update and escalation information.
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Mike, Official Rep

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 Sorry Steve, but it's still going to be a few more weeks. The website  changes you are seeing currently are part of our 9.3 releases. 
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Lansberry

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I'm still having this issue. We need this fixed to run our reports and it has been months. Is the feature coming back or is it not planned on coming back? I know there are work arounds but when you are dealing with multiple groups, offices and telephone numbers, the work arounds are not efficient enough.
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Mike, Official Rep

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HI Lansberry,   Sorry we dont' have an ETA on this yet. Our engineers are aware, and working on this along with some related issues. We'll update this thread when we have more info. 

Mike 
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Leon E

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This reply was created from a merged topic originally titled Call logs no longer show details for call queue extensions when filtered.

I have already opened a case with support but I was wondering if anyone else has noticed this change? 

Under Call Log, you are presented with a call log and you can view the calls in Simple and Detailed view. Detailed view allows you to see how exactly the call was routed.

Additionally, you can filter by a specific extension or Call Queue.

We were able to filter by Call Queue and see in detail how the call was routed among queue members. 

This is no longer the case and now if you filter by Call Queue, you get a simple view and it doesn't show you how the call was routed among the queue members. 

According to support, this is the way the system has always worked... but I have screenshots based on previous end user documentation proving otherwise.

I was given two workarounds while they investigate the issue.

1) Have the user login as the Call Queue to view how the calls were routed among queue members

2) Remove the Call Queue filter and select View All Extensions and manually go through the call log to view the Call Queue 

Both workarounds add an additional step where as before, you could just filter and view the details.
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Saadet - Community Support, Official Rep

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Hey Leon,

Looks like it's a bug in the system that our engineers are aware of and working on. Please open up a case and include examples of your call log not showing the call queue name, as well as JIRA RC-56525. That way your cases will get appropriately tagged and escalated - once the fix is in place, you will be notified.

Please note, only include the JIRA number if you are experiencing these exact issues mentioned above. 
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Leon E

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I have already opened a case. I will append the notes with the JIRA number.
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Kevin McDonald

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Also the Call log queue does not display the user who is making the call. You can select them individually, but not when looking at all extensions.