RingCentral: Definition of Refused Calls
Last Updated: December 29, 2022
This article defines refused and abandoned call reporting in Performance Reports and best practices.
Refused calls are those that a User did not answer. For example, a call was routed to a rotating Call queue, specifically to User A. User A did not pick up his phone, so the call was routed to User B. User B answered the call.
The Performance Report will count the call as answered by User B and will be counted as a refused call by User A.
Refused calls are reported in the Queue and Users tabs of Performance Reports.
The Queue tab will show if a call that entered the queue had been refused at any point.
The Users tab will show which agents have refused calls
Note: You will see discrepancies between Refused calls on the Queue and Users tabs. This is due to the Queue tab recording a call having been refused as 1, whereas the Users tab will record how many times that singular call was refused and which agents.
For example, an agent refuses the same call 3 times. The User tab marks that agent for 3 refusals; the Queue tab marks 1 refusal for that call.
The Calls tab reports the result of a call.
Calls that are never answered are reported as Abandon
Calls routed to a queues voicemail are reported as VM/Abandoned
Best Practices
You can minimize your abandon rates through the following:
- Ensure queues do not have direct lines for callers to bypass IVR Menus and Business Hour checks before reaching the queue.
- If you must have a direct line to a queue and receive calls outside of business hours sent to voicemail, forwarding after-hours calls to an announcement-only or user extension will resolve this issue.
- Utilize overflow queues and call forwarding/custom rules to reroute the call to another queue, menu, or user extension to allow more time for the call to be answered.
Source: Refused/Abandoned Calls Defined and Best Practices in Analytics Performance Reports | RingCentral