Log call progress through auto attendant
Currently the call history log shows the entry point for an auto attendant as the to number for a call. We would like to be able to see where a call exists as our auto attendant directs calls to queues, external numbers and other extensions. Seeing the exit point would be helpful for tracking how many callers ended up being directed to external numbers in particular.
Ideally it would be good to see all the selections a caller makes through the auto attendant. This would help to see if callers are confused or if the most often selected options are in a sub menu or a higher number (described later in the message) instead of a lower number.
Nigel Ayres commented
I feel that this is essential. At present the history shows the call terminating in the AA which means it's not possible to determine who actually dealt with the call after being passed by the AA.
We need to log how much time our support and customer service staff spend on the phone. At present this isn't possible with inbound calls unless they arrive via DDI; which most don't.
Scott Dube commented
These are all very good suggestions!
Stefan Borg commented
The more info the better, but at least, we would like to know if someone called an auto-attendant, who got diverted to a call queue, at the end who ended up answering the call. At this point, we do not actually know if the call got answered by someone, or else if the caller gave up during the playback of auto-attendant and nobody took his call.
OK, we can view the call queue statistics, but there is no direct reference between the call queue log and the call log...
David Veselka commented
Also would be good when using call queue to log who picked up the call really, not only queue number - it is zero information to log only queue number.
Reality - Xander Lutz commented
more detailed reporting options would be handy anyway. Not only for calls via autoattendant.
But the complete route of a call would be nice. I've seen it in another asterisk based PBX. Very handy for troubleshooting in case of technical problems or complaints.
Detailed info should contain:
External number from dialer, dialed number, forwards, queues with que info (agents logged in, busy agents, nr in queue, music), ivr's and witch choices they made, end of call and reason for hangup (timeout, no-answer etc)
Every entry with date/time stamp
In this way it is really easy with troubleshooting complaints and reports in a call center