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Agent Failed Calls in Call Center Metrics

Posted by acraft on Wed, 04/25/2018


In the Call Center Metrics, we'd like to see failed calls by Agent (when an agent's phone rings, but they don't answer the call). It currently just shows answered and the total call duration. A client of ours uses these statistics, and it's something we can view on external reporting software. Thanks in advance.

Submitted by acraft on Fri, 01/18/2019 Permalink

Checking in to see if this statistic could be available on a future release. The data is stored in the queue_log file and as mentioned before, external reporting software analyzes it.