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 Simultaneous Ring Group and Missed Call Stats

Greg Yoch's profile image
Greg Yoch posted 08-14-2023 15:53

Hi. I am new to the community.

Situation: I have a ring group set up for my sales team (six people). I have the ring pattern set to simultaneous. Intuitively, I'm thinking that they're not missing that many incoming calls. However, the stats show that we are missing a lot of incoming calls.

Question: If an incoming call simultaneously rings to my six sales team members and one answers, does that call show up for the other five people as a missed call? If that's the case, is there any way for me to validate that in analytics. If that's not the case, any other ideas or tips on what might be going on?

Thanks. Greg.

Alison Stewart's profile image
Level 2 Contributor Alison Stewart posted 08-15-2023 04:51

Hi Greg

Thank you for contributing to the 8x8 Community.

If it rings all users and only one answers, the other users will receive a missed call notification as they have technically missed the call. You can disable missed call notifications in the app by going to Settings > Notifications > Advanced Settings and disabling the "Missed Call Notification".


In regards to your query about the analytics side of things.
The missed calls for the other agents will not contribute to the missed call stats for the ring group. If you have Analytics Supervisor (X4 licenses or above needed) you can view agents' call stats for a particular ring group to see how many calls each agent is answering and also view how many agents are having their calls advanced (offered to the agent but not answered).

I hope that helps.

Paul Fleetwood's profile image
Paul Fleetwood posted 08-19-2023 23:38

I've been looking at this for our new environment as our sales team like the 'ring all' strategy for incoming calls. We also overflow from one group (with a small number of users) to a larger group if the call is not answered in the first couple of rings.

If you run call stats on the groups, then you see a missed call from the first group (even if it was answered in the second group) which is correct if you are reviewing the performance of the first group, but incorrect if you are reviewing missed customer calls....

There is a report that shows missed calls by the incoming DDI number - that shows the call as answered (regardless of which group answers it) - which means we can accurately show the 'customer missed calls'.

Maybe this will work for you also?