Reports: Clarifications regarding "Missed" calls

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I'm looking at reports for Queue Activity, and I'm curious about how calls are classified in the Users Activity Details.  In particular, I'm wondering what determines a call as "Missed" or "Voicemail" for each user.

In the past 60 days, we've had a total of 1980 calls, 1815 answered, 101 missed, and 64 voicemail.  The Missed calls for the Ring All call queue under the user details is easy enough to figure out; there are only 34 Total Calls for Ring All, and all 34 are Missed.  I think it's safe to say that those 34 calls were the only ones that weren't answered at all.  However, I'm unsure what would make a call register as missed for a user extension.

  • Our main receptionist (ext 402) has 1099 Total Calls, 1093 Answered, 5 Missed, and 1 Voicemail.
  • I'm second in line to answer the phones (ext 405), and I have 237 Total Calls, all answered.
  • Another agent (ext 403) has 258 Total Calls, 158 Answered, 45 Missed, and 55 Voicemail.

Could you please explain how a call registers for Missed or Voicemail in these cases?
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Eric L

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Posted 3 years ago

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Mike, Official Rep

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Hi Eric,  

Just letting you know that I'll need to look into your account and get back to you on this. I'll need to verify how things are set up.

I'll update this thread as soon as I can.

Mike   
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Eric L

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Thanks for taking a look into this Mike!  Any updates on understanding what we're seeing in the Reports?
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Mike, Official Rep

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Hi Eric,  I have taken a look at this, but depending on how much detail you need we may have to gather more info and/or escalate this.The information posted above seems to look pretty normal for each user.  The one exception is ext 403, where it shows more voicemails than missed calls. This could be for a couple of reasons. If another user transfers a call, they have an option to "send directly to voicemail" also, looking at your IVR menus, you have several options to "transfer to voicemail" 

Mike 
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Eric L

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But what exactly determines that a Call Queue call is "missed" for a particular user?  Would it be something that perhaps I answered the queue call, then transfer to another user, who doesn't answer the phone?
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Mike, Official Rep

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Hi Eric,  There are a lot of variables, but in the event that a call queue is set up as simultaneous, and nobody answers the call, then all users in the queue will show a miss.  Your 2nd question.. Yes, if you transfer to user who does not answer then that user will show a miss, unless you transfer directly to voicemail, then it would of course show a voicemail, but not a missed call. 

Mike 
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MAGER

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This reply was created from a merged topic originally titled Clarification on missed calls.

I would like clarification on the missed calls in our call logs. About a quarter to a third of total calls are being classified as "missed" for two of our group lines  and some of them show a duration of nearly a minute. How is that possible if the system should be kicking people to voicemail after 20 seconds? Both lines in question are set up to ring everyone simultaneously. For the five or six second long missed calls, I'm assuming those callers just hung up the phone.
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Mike, Official Rep

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Hi Mager,   Did you by any chance make changes to your account, or do you have more than one account?  It took a look at the account associated with your Community login, and there are no groups in that account.  However as mentioned above a group setup with simultaneous ring will show give a miss to all users in the group if nobody answers the call.  And yes if you saw some short 5 or 6 second calls, those are most likely hangups. 
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MAGER

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Thanks for replying. They are set up under Users as CommLink and Store. I'm wondering how the duration is longer than the time set for the ringer though. And can you also clarify what "stopped" calls mean? 
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Mike, Official Rep

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MAGER ,  I took a look at those users.  It looks like you have sequential forwarding setup, to 3 different users 20 seconds each, which doesn't send the call to voicemail, after 20 seconds, it then attempts the next user in line.  

I think what you may have intended to do is set up RingGroups.  Take a look at this page: Ring Groups and Call Handling
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MAGER

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That was how my implementation specialist set them up, and they are set to ring simultaneously. I just checked. 
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Mike, Official Rep

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Mager, I must be viewing a different account. Can you email the main number on the account and your contact info to community.support@ringcentral.com?
(Edited)
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Eric L

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It looks like the Reports & Call Log are showing different results for me.  I was trying to get an idea as to the usage for each agent, but I'm still a little confused by some of the results.

I noticed that Reports seems to be incorrectly displaying calls that went to a user's Voicemail.  For example, one call came through on 11/11 @ 10:19AM (number ending in 4178).  The Reports shows that it went to Voicemail for Ext 406, while the Call Log shows it went to Voicemail for Ext 401.  Another example is 11/10 @ 1:22PM (number ending in 4791), Reports shows Voicemail for Ext. 406, Call Log shows Ext 409.  I know in these cases, Call Log should be the correct one because we never send anybody to Voicemail for Ext 406.

Another user that this issue seems most prominent with is Ext 403.  The Queue Activity in Reports indicates Ext 403 has 14 calls that went to Voicemail in the last 7 days.  Reports shows that on 11/11 @ 4:52PM, a call (number ending in 3241) went to Voicemail for Ext 403, but Call Log shows the call actually went to Voicemail for Ext 410.  The same day @ 4:13PM (number ending in 8298), Reports shows Voicemail to Ext 403, Call Log shows Voicemail to Ext 407.

Could somebody please take a look into this issue?  It's pretty surprising that Reports & Call Log are showing different results.
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Eric L

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After cross-referencing Reports & Call Log, I found the following:

  • Of the 14 calls that Reports indicates went to Ext 403 VM, none actually went to VM for that extension.  2 went to Ext 401, 2 went to Ext 410, 5 went to Ext 407, 5 went to Ext 408.
  • Of the 5 "Missed Calls" for Ext 403, one was answered by Ext 405, and another was answered by Ext 405 then blind-transferred to Ext 410 but wasn't answered, so the caller left a VM for Ext 410.  The other three "missed" calls for Ext 403 weren't answered at all when the call came through to the Ring All call queue, so those three should actually be missed calls for the queue.
  • Of the 3 calls the Reports indicates went to Ext 406 VM, none actually went to VM for that extension.  1 went to Ext 401, 1 went to Ext 409, and 1 went to Ext 410.
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Mike, Official Rep

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Hi Eric,  For something like this which will require some time to review, can you please open a support case and in your samples please include the full phone numbers involved so that we are sure to see the correct examples.  This way if there's an error in the reporting it can be properly escalated. 


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Eric L

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Thanks Mike!

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