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Call reporting error with inbound calls being reported twice RRS feed

  • Question

  • When an external user calls in to a response group number we're seeing this being reported as 2 calls simultaneously: one inbound from the external caller, and another from the agent answering the phone back to the external caller. This present an issue to us, as we need to report on inbound and outbound calls for our sales staff, and this is skewing the reporting.

    Is  this normal behaviour? I can happily provide an anonymised user activity report showing this happening if it helps. Also: if this *is* expected behaviour how are people reporting on calls in an environment where staff are managed based on volumes of calls handled as a KPI?

    Wednesday, December 4, 2013 10:23 AM

Answers

All replies

  • Yes, this is expected behavior for response groups.

    KPI's are tangled by this RGS behavior. I think I've seen some people have written SQL to try to weed out "RGS callbacks"... 

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    • Proposed as answer by Lisa.zheng Wednesday, December 18, 2013 8:45 AM
    • Marked as answer by Lisa.zheng Monday, December 23, 2013 3:19 AM
    Wednesday, December 4, 2013 1:13 PM
  • Thanks Matt, I guess I'm going to have to see if our reporting solution (Quest Messagestats) is able to do anything to filter these out in that case.
    Wednesday, December 4, 2013 3:55 PM