We rely heavily on data from these reports, they have never been the most accurate but recently a change was made and now every RING on the outbound call is listed as a separate call.
I would report this via phone to support however I don't have a couple hours today to spare. I can provide thousands of examples, heck I could provide real time examples! Im not sure how no one has noticed or maybe they did? The Contact Center Analytic are also current broken when using the call back feature so no reporting right now is accurate.
This is all the same call recorded as 4 outgoing calls:
|From||To||Queue Name||Start Time||Start Time (local)||Answer Time||Answer Time (local)||End Time||End Time (local)||Duration||Disposition||Direction|
|Mayra Vargas(120)||1503890****||2023-09-19T18:57:18.944Z||2023-09-19T11:57:18.944 PDT||2023-09-19T18:57:35.626Z||2023-09-19T11:57:35.626 PDT||2023-09-19T19:03:19.551Z||2023-09-19T12:03:19.551 PDT||344||16||OUTBOUND|
|Mayra Vargas(120)||1503890****||2023-09-19T18:56:42.603Z||2023-09-19T11:56:42.603 PDT||--:--:--||--:--:--||2023-09-19T18:57:18.643Z||2023-09-19T11:57:18.643 PDT||0||16||OUTBOUND|
|Mayra Vargas(120)||1503890****||2023-09-19T18:56:06.267Z||2023-09-19T11:56:06.267 PDT||--:--:--||--:--:--||2023-09-19T18:56:42.305Z||2023-09-19T11:56:42.305 PDT||0||16||OUTBOUND|
|Mayra Vargas(120)||1503890****||2023-09-19T18:55:29.794Z||2023-09-19T11:55:29.794 PDT||--:--:--||--:--:--||2023-09-19T18:56:05.833Z||2023-09-19T11:56:05.833 PDT||0||16||OUTBOUND|
@mkeaton apologies for the delay, our team is currently reviewing. Thanks very much for the report, once I learn more we will notify this thread.
@KateG Did anything come of this? I looked at my other users and it seems that this might be just this user. We even went as far to get her a new phone.. didn't make any difference. Wondering if the support peeps you reached out to had anything to relay?
Also wanted to say thank you for deleting the solicitation post from this morning, I was going to reach out to you but then you took care of it! Thank you!
@KateG Hey Kate is this something that could be passed along as a bug? Here is me calling myself, one call - recorded as 3 incoming calls.
I can also report this in the feedback tool on the webpage.
@mkeaton I appreciate the additional context here. I'm following up with the team and will give you an update as soon as I learn more.