How do you guys handle missed calls?

In our organisation we aim to call back our clients if we missed any calls as soon as possible. However because of how the missed calls work it makes it very difficult because if we have multiple agents in a ring group and someone answers a call, for the other ones it will still appear as a missed call. I have thought about using the unanswered call section in the analytics but that is very confusing as it takes hours to update. I am really trying to think outside of the box here but I cant come up with anything and Im keep on being told by 8x8 that its a system limitation.... Apparently its not a common request but Im so surprised, surely we cant be the only company that cares about returning missed calls. 

Does someone have a solution to this? Or how do you guys manage ? 

Nina, we use VCC which allows us to report on these calls via other means, but have you looked at Analytics for 8x8 Work? https://support.8x8.com/business-phone/analytics-for-work

They have a Missed Call Report and Unreturned Calls Report (https://docs.8x8.com/8x8WebHelp/8x8analytics-virtual-office/Content/VOA/unreturned-calls.htm)

Access the Unreturned Calls report

Unreturned calls are missed calls that are not returned from any extension within the PBX. This includes redirected calls that are unreturned by the final destination party. With the data from the Unreturned Calls report, you can ensure that calls to important customers are returned in a timely fashion.)

https://support.8x8.com/business-phone/analytics-for-work/Calculate_Answered%2C_Missed%2C_Abandoned_Calls_Using_Call_Detail_Record

https://support.8x8.com/business-phone/analytics-for-work/Company_Summary_Shows_More_Missed_Calls_Than_Abandoned_Calls

https://support.8x8.com/business-phone/analytics-for-work/Last_Leg_Disposition_Shows_Missed_for_Call_Answered_by_Auto_Attendant

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Ben Fischer
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This isn't my area of speciality but for some of our ring groups we have call forwarding rules set up - if all members in the group are busy or no one answers we forward to a separate number in the VCC where we have a survey or voicemail (That emails the recording and details to the team)

Hey guys,

Thank you for your suggestions. I thought about both solutions and although the analytics are good and there is also a section for unreturned calls which i thought would help us out, the delay is making it impossible. Lets say I look at the unreturned calls section and call someone back, the call that I returned will not disappear immediately, therefore we are risking that two agents will back the same person twice which is something we need to avoid.

I also though about having a designated extension where the missed calls go, and that will help us however this will only help us with certain amount calls. Because if someone calls us and decides to hang up after 40 seconds, it will not reach the designated extension that we use to track the missed calls.

So I think this is the biggest struggle. 

There is more you could do in the VCC with multiple in queue rules (though their callback process needs improvement they are working on it); also 8x8 are looking at a "halfway house" system for micro contact centres which may have the feature you need but not require the full VCC product - if you speak to your sales rep they might be able to tell you more