Unanswer Calls report problem

[jnicola]

Hello all! ,
I'm having problems with unanswer calls report. I'm sure agents doesn't answer calls, and i can't see that in the "unanswer calls" report. I attach a .png
Calls are "incoming calls".
Agent 205 (in .png), was ringing a lot of time. Agent didn't answer the call. The report doesn't show that.
Can somebody help me?

thanks !!

Juan

[QueueMetrics]

That is not counted as "unanswered call" unless no agent ever happens. But it will have a high number of "attempts", and your agent will display a high number of "lost attempts".

[jnicola]

aaaaaaaaaaaa!!!!  thank you very much.!

Regards

Ing. Juan Nicola

[QueueMetrics]

 

[Tumelo Lathane]

Hi,

I have a similar issue, our call centre manager would like to see the name of the agents that were the last attemmpted on the "Agent" column.  We are able to see the name of the last attempted agent if w click on the "details" button.

This should apply to inbound calls. i'm using QM 1.7.1.0 and asterisk 1.8.13.0 FreePBX 2.10.0.8.

e.g. below, all agents that didn't answer incoming calls on a queue are not displayed on the "Agent" column, is it possible to show attemped agents for inbound calls?

or is there a way you can pull a report of "unanswered calls by agents"?



Many Thanks
Tums

[QueueMetrics]

Not at the moment but we are working on that.
It requires a significant amount of work on the parser and will take a bit more memory to run.
If you really need this feature you can have it custom implemented.

[Tumelo Lathane]

Thank you for your reply, would you please point me into the right direction on ow to set this up?

Many Thanks
Tumelo

[QueueMetrics]

You should contact Loway support and ask for a customization. They will analyze the cahnges needed and will prepare a quote.