When reviewing call queue reports in Brightmetrics for RingCentral reporting, you may come across a field labeled “Count - Not Answered (RC Abandoned).”
This field represents the total number of abandoned calls and is designed to match the native abandoned call total reported in RingCentral.
Why This Field May Differ from Brightmetrics’ “Count - Abandoned”
The “Count - Not Answered (RC Abandoned)” value is typically higher than the “Count - Abandoned” field in Brightmetrics. This is because RingCentral’s definition of “abandoned calls” includes additional call results, such as:
• Calls marked as Busy
• Calls that are Interflowed
• Calls that end up in Voicemail
These results are not included in Brightmetrics’ “Count - Abandoned” field, which adheres to a more streamlined definition of abandoned calls.
Which Field Should You Use?
You can choose to use either or both fields in your reports, depending on the level of detail you need. Here’s a quick reference to help you decide:
• “Count - Not Answered (RC Abandoned): Provides a broader view of abandonment, consistent with RingCentral’s metrics.
• “Count - Abandoned”: Offers a more focused view, excluding Busy, Interflowed, and Voicemail calls.
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