Abandoned calls vs. Refused calls

Question

question

michael-arndt1083 asked Feb 2, '19 travis-lemmon commented Jul 26, '19

Abandoned calls vs. Refused calls

In performance reports there's a KPI called Abandoned calls (Count of all queue calls that were not answers by a user - includes VM) and then there's Refused (Count of all queue calls that were not answered by at least one user).

This seems the same yet for the last 7 days my report shows 117 abandoned calls and 52 refused calls.

What does this mean?

analytics and reporting

1 |3000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Work together.
From anywhere.

Team messaging, video meetings
and phone - all in one app.

Get the new RingCentral app

Answer 1 · 2019-02-02T23:52:41Z

danno147 answered Feb 2, '19

Not 100% sure w/RC, but in most systems that would be a call that rang on an agent's phone, but they (the agent) refused (ignored) it, and the caller should have gone to the next available agent.

1 |3000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 2 · 2019-02-05T01:01:33Z

michael-arndt1083 answered Feb 5, '19

So "Refused" mean when an agent hit the reject button on the phone? What happens in a call queue scenario where a call rings to 5 agents, 2 reject it but 1 agent picks up the call? Would that still register as a refused call?

1 |3000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 3 · 2019-02-07T16:56:36Z

arndt1765 answered Feb 7, '19 travis-lemmon commented Jul 3, '19

So if a queue is setup to ring 5 agents simultaneously will it then always register a "Rejected" because only 1 agent picked up? Am I understanding this correctly?

3

1 |3000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

danno147 commented · Feb 07, 2019 at 05:00 PM

4example; I call your queue, agent A hits the ignore button, and agent B answers me.... so you'll have (1) rejected and (1) answered) and (3) missed.

1 ·

travis-lemmon commented · Jul 03, 2019 at 04:38 PM

Hi RC team - is there a way to track higher level metrics, meaning, tracking individual calls vs individuals actions within a single call? i.e. if user calls in and 5 agents ignore the call, that counts for 1 Rejected call?

1 ·

danno147 commented · Feb 07, 2019 at 05:02 PM

Now, if no one ignores (rejects the call)... you'll have (1) answered and (4) missed.
capisci?

0 ·

Answer 4 · 2020-07-30T04:06:11Z

jessica-community-moderator answered Jul 30, '20

Hi Michael,

Danno is correct. Abandoned calls are from contacts who hung up before speaking with an Agent during the specified time period. Refused calls are the total count of Contacts refused by the Agent. Check out this KB article for more info.

1 |3000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

Answer 5 · 2020-07-30T04:06:35Z

saadetswift16514 answered Jul 30, '20

Hey Michael,

"Refused" does refer to if the Agent "Ignores" the call. The Analytics Portal will, essentially, show both pieces of information. The Call was (eventually) answered, but it was also Rejected and by these particular members.

1 |3000

Attachments: Up to 8 attachments (including images) can be used with a maximum of 1.0 MiB each and 10.0 MiB total.

question