Missed & Declined Calls

Answered

2 Comments

  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

    Hi Randy Gentil - this post might be useful for you since it's pretty much have the same scenario with your use case.

    Rerouting Missed Calls

    0
  • LaVerne Brown

    My organization uses ZD SUPPORT and TALK modules.  When a Call comes in there are two ways to decline a call but only is being recorded in the TALK Agent more option and EXPLORE stats.

    1 - You're ONLINE for calls in TALK, in SUPPORT a call comes in, on your browser you have the option to decline the call.  Clicking Decline will send the call back to the queue and it will be recorded as a declined call.

    2 - You're ONLINE for calls in TALK, in SUPPORT a call comes in, you pick up the call on your phone and hear "press any key to take the call or press the # sign to decline".  Pressing # to decline DOES NOT get recorded anywhere.

    Hopefully we can add this request as well.  I have a ticket open with the support team on this one.

    0

Please sign in to leave a comment.

Powered by Zendesk