Hello there! I'm wondering if the report is accurate about agent missed call leg data. I'm showing some agents has 13-20 missed call leg counts per ticket. Does it mean that the agent missed a call from the same customer 13 times?
Missed Call Leg
Hi Kenya,
A call leg is defined as an interaction between a person and the Talk call.
Reference: Reporting on calls with Explore
This article also shared the types of call legs and provided some samples of how a call leg is recorded.
Please also refer to this article:
Call metrics such as Calls, Completed calls and Inbound calls count the entirety of the call. Call legs count a specific segment event in the call.
Now for "missed" call leg, it counts the inbound call leg missed by agents.
Zsa I don't understand your explanation. I'm still not understanding how 1 ticket ID can have multiple missed call legs.
Hi @amos12
Multiple Call Legs can be located in one Call. Legs are segments of a call which are useful when you are reviewing the call's cycle. For example:
1. Call came into the queue
2. Call was routed to Group A
3. Agent answered the call
4. Caller dropped the call
These are all segments of a call which are Call Legs when you are reporting in Explore. Same goes for Missed call legs. A call can have multiple missed call legs if the call was routed to multiple agents but they didn't answer. For example
1. Call came into the queue
2. Call was assigned to Agent A but they didn't pick up the call
3. Call gets reassigned to the next available agent which is Agent B, but they didn't answer too.
4. The cycle repeats and gets reassigned to Agent C.
5. Agent C answers the call
Hope this helps
Hi @ahmed11 ,
You are correct. Once a call was offered to an agent and the agent fails to answer the call, it will be a missed call.
As for the other other question about the duration, I've created a support ticket for it so it can be further checked.
My team is experiencing this same issue as well. Agents have been marked with 20+ missed calls for 1 call leg that they also answered.
We have to now manually verify our reports as agents are being marked as missing a call leg multiple times for calls they never missed. When looking into the calls in question, the agent answered the call the first time it was offered to them but for some reason Zendesk is reporting the call was missed x number of times.
Hi @ahmed11 ,
The leg completion status customer hung up is an agent specific leg completion status that will only be returned if the customer hangs up/abandons while the call is in the process of routing to an agent. If a call is successfully routed to an agent, and a customer hangs up immediately after this routing has taken place, then the agent leg completion status will be completed.
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I created a ticket on your behalf and will send it to you via email so we can further discuss your concern regarding your report.
Thank you!