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Is there a way to pull rejected/ignored calls from a user in a call queue?

Tags: call queues, analytics and reporting, call logs

Jan 6, 2023 at 12:24pm • 1 replies • 0 likes

Andy Anderson

Scenario:

We use RC MVP with live reports licensing.

I have a call queue configured and a supervisor has noticed on the live reports that a specific user goes from ringing to available while the other reps continue to stay in ringing status

I can recreate this behavior in live reports by being available for calls but pressing the red ignore button on the incoming call. Other users still see the call but my status in the live reports does the same thing (ringing to available while others remain in ringing status).

I am looking to see if there is a way to pull this info from the logs. As this may be used for corrective action purposes, I need to be able to verify this is what the system sees this user doing.

Happy to provide as much detail as I can

1 Answer

Mary-Community_Moderator answered on Jan 9, 2023 at 9:02am

Refused Calls is the metric to key in on. However, there is no difference if they hit the ignore button or miss the call in our metrics. But someone with a large count either walked away from their desk or actively didn't answer the call. Either way, it should be managed. The agents should be able to remove themselves from the queue if they are not at their desks.

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