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 that Brightmetrics' Count - Abandoned field does not:
- Calls marked as Busy
- Calls that are Interflowed
- Calls that end up in Voicemail
Which field should you use?
You can use either or both fields depending on the level of detail you need:
| Field | What it includes |
|---|---|
| Count - Not Answered (RC Abandoned) | Broader view of abandonment, consistent with RingCentral's metrics. Includes Busy, Interflowed, and Voicemail calls. |
| Count - Abandoned | More focused view, excluding Busy, Interflowed, and Voicemail calls. |
Questions or feedback? Please email us at support@brightmetrics.com.