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Missed Call Leg
Posted Apr 09, 2023
Hello there! I'm wondering if the report is accurate about agent missed call leg data. I'm showing some agents has 13-20 missed call leg counts per ticket. Does it mean that the agent missed a call from the same customer 13 times?
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8 comments
Gab
I created a ticket on your behalf and will send it to you via email so we can further discuss your concern regarding your report.
Thank you!
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Kenya Roberts
I'm curious about this same thing! What exactly constitutes as a "missed call leg"?
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Zsa Trias
Hi Kenya,
A call leg is defined as an interaction between a person and the Talk call.
Reference: Reporting on calls with Explore
This article also shared the types of call legs and provided some samples of how a call leg is recorded.
Please also refer to this article:
Now for "missed" call leg, it counts the inbound call leg missed by agents.
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Amos Chen
Zsa I don't understand your explanation. I'm still not understanding how 1 ticket ID can have multiple missed call legs.
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Dainne Kiara Lucena-Laxamana
Hi Amos Chen
Multiple Call Legs can be located in one Call. Legs are segments of a call which are useful when you are reviewing the call's cycle. For example:
1. Call came into the queue
2. Call was routed to Group A
3. Agent answered the call
4. Caller dropped the call
These are all segments of a call which are Call Legs when you are reporting in Explore. Same goes for Missed call legs. A call can have multiple missed call legs if the call was routed to multiple agents but they didn't answer. For example
1. Call came into the queue
2. Call was assigned to Agent A but they didn't pick up the call
3. Call gets reassigned to the next available agent which is Agent B, but they didn't answer too.
4. The cycle repeats and gets reassigned to Agent C.
5. Agent C answers the call
Hope this helps
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Charles Gresula
Hi Ahmed Zaid ,
You are correct. Once a call was offered to an agent and the agent fails to answer the call, it will be a missed call.
As for the other other question about the duration, I've created a support ticket for it so it can be further checked.
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Michael Wood
My team is experiencing this same issue as well. Agents have been marked with 20+ missed calls for 1 call leg that they also answered.
We have to now manually verify our reports as agents are being marked as missing a call leg multiple times for calls they never missed. When looking into the calls in question, the agent answered the call the first time it was offered to them but for some reason Zendesk is reporting the call was missed x number of times.
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Charles Gresula
Hi Ahmed Zaid ,
The leg completion status
customer hung up
is an agent specific leg completion status that will only be returned if the customer hangs up/abandons while the call is in the process of routing to an agent. If a call is successfully routed to an agent, and a customer hangs up immediately after this routing has taken place, then the agent leg completion status will becompleted
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