Reports: user activity details in the call queue reports

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As an admin I am looking at the user activity details in the call queue reports. What is the user with the *in front of the call queue name supposed to be showing in the report?
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Rhonda

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Posted 3 years ago

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Kim, Alum

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Rhonda - just out of curiosity...why are you putting a * in front of all your call queue names? 
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Rhonda

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To keep them grouped. The person from Ring Central that helped us start setting them up suggested it. Sorry, I figured everyone must do it that way then. :)
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Kim, Alum

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To keep them "Grouped" how? For what...Call Logs/Reports?
(Edited)
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Rhonda

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See clip for what I am referring to. But also I notice names of users in that call queue report that are not in that call queue or any call queue. Why would that be? 
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Rhonda

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I am guessing this must be all of the calls that go unanswered by anyone right? 
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Kim, Alum

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What is the user with the *in front of the call queue name supposed to be showing in the report?" 
It's showing a * because you have almost all of the call queue name set with a * in it's Call Queue Name. These are not necessary and can be removed. 

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Rhonda

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I see that they are just there so alphabetically these are together. I guess I like it that way and will keep it that way since everyone is used to it now. 
Thanks for the help though. 
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Nathan Malone, U.S. Tier 3 Support

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Hello Rhonda,

Did you still have a question about the missed calls showing in the reports?
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Rhonda

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Thanks for asking Nathan........Kind of. I did remove all of the * symbols in front of the queue names. Originally our Ring Central team that was helping us set it up had us create the groups as users and we did that to group them together at the top. So the names stayed the same when we switched to using actual call queue groups. 

As for the reports and looking at the call queue activity I was concerned and wondering about the user activity that showed as the call queue name. To clarify, those are calls that were missed because no one was able to answer them right? If so, is there a way to see when those calls came in to make sure they were missed during non business hours? 
See the attached clip. It concerns me 8 calls came in and it says 8 were missed. When did they come in, why were they missed................

And when you look at "the last 7 days" does that include weekends? 

Thank you!!
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Nathan Malone, U.S. Tier 3 Support

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Thanks Rhonda,

The last 7 days does include the weekends. Some accounts have activity on the weekends some do not. It simply pulls info for the last 7 days regardless of if there was activity on those days or not. Obviously, then your average calls per day and such fields would not report correctly for you over the last 7 days if you are not open on the weekends as it will factory those days into the reporting.

For instance, if one of your Users took 7 calls over the course of 5 days you should get an average call per day rate of 1.4 or 7 calls divided by 5 days. But if you pull from the last 7 days it will use Saturday and Sunday and you will get an average of 1 call per day or 7 calls divided by 7 days. You would want to use the filter option to view only the days that your Users are taking calls.

As for the missed calls showing in the call queue, there is, unfortunately, no way to know which calls these were. Reports is simply a tool that shows total and average on call activities. You would have to look through the call log to identify the missed calls. Most likely these calls are showing missed under the call queue because your other Users were one the phone and the call was waiting in the queue when the call ended. If the call was being offered to a User when the call ended then It should show that user a missing the call.

Many times I see callers that reach a queue and will hang up for any number of reasons before the call queue can reach out to a member. If this happens the call will be missed and should show as the call queue missing the call in the reports.
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Saadet - Community Moderator, Official Rep

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Hey Brandon, did you still need help?
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Ashwin Chandra

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Hi, as Brandon was asking, I'd also like to know how we can automatically filter out weekends when selecting a long range of time. For example, I'd like to select a whole month as the time range, yet still filter out weekends automatically from the calculation for the Avg. Calls/Day. Is there a way to do that?

Without that kind of filter, I'd have to manually select only the weekdays, for each individual week at a time, and then separately calculate the Avg. Calls/Day for the entire month. This, of course, would take longer when trying to calculate the Avg. Calls/Day over longer time periods such as 3 months or 6 months.
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Brandon Kofer

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Hi Ashwin. I think I know how to do this now. I can send info tomorrow but if I recall, the workaround was basically doing separate, custom date range, reports by week (mon-fri). I don’t think per month allows any way to exclude weekends.
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Brandon Kofer

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Ashwin, my apologies as I’m just realizing you’re doing the same as me. Last I heard that’s the only way.
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Saadet - Community Moderator, Official Rep

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Hey Brandon and Ashwin, right now you would have to do a custom date range. However, our Product Team is working on created a report that is for the work week (not including weekends). I'm not sure where they are on that but keep an eye out for an update later this year!