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Understanding Missed Call Legs
投稿日時：2024年10月25日
Hello,
I'm trying to understand metrics for one particular call that has 42 legs, but resulted in a voicemail.
I've inserted an image below of part of the report. Does this essentially mean it kept ringing this agent (as he was the only one logged in) instead of it going to voicemail after he missed it once? I'm confused about the first line saying it was completed at 11:24, but then all of the subsequent missed calls. It finally ended with an “Agent Declined” which isn't shown below.
TYIA
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Elaine
Thank you for your inquiry!
From your message, it seems you are analyzing metrics for a specific call that involved 42 legs but ultimately resulted in a voicemail. Based on the image you provided, it indeed appears that the call continued to ring the agent (the only one logged in) after initially being answered by the end-user.
The first line indicates the call was completed at 11:24, which likely refers to the point when the end-user interaction ended. The following entries show that the agent missed multiple calls afterwards, indicating that the call did not transition to voicemail immediately but continued to attempt reaching the agent.
Regarding the "Agent Declined" status that isn't visible in the screenshot, this could imply that the agent declined the call at that earlier timestamp, but subsequent attempts to reach them were logged as missed.
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