Call Logs: add filters so we can filter out "Missed" calls.

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Do Not Add a Call Log for "Missed" Calls - Only Create Call Logs for the "Accepted" Call

We have call queues that ring several Reps simultaneously. The RingCentral CTI integrated with Salesforce is creating a call log for each Rep within a queue, regardless of the "Accepted" or "Missed" status on the call. It shouldn't create a call log under each person who missed it (we only need to track the Rep who accepted it). This creates unnecessary records and skews the call activity data for a given Rep.

It's correct that the calls are missed to all who don't answer it, but I don't want those missed calls as part of the activity for each person (it bloats the numbers). I don't need to track that 4 of the 5 people in the queue missed it. It would stand to reason that if 1 person answered/accepted it, the other 4 didn't. So for every call we take, if we have 6 people in the queue, it's going to log 6 call logs, one for each person in the queue. Additionally, the only way you know which Rep answered is because the call log has the call log data in it, but you'd have to open every entry to see that.

We need a way to prevent a "Missed" call from becoming part of the activity history.
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Sales Support

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Posted 3 years ago

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Charles Bertram

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I agree this would be very useful
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Yousaf Khan

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This reply was created from a merged topic originally titled Call Logs: Is it possible to filter "Missed calls" from call log or generate repo....

I looking for a solution if i can filter Missed calls from call log or generate report on Missed calls
(Edited)

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