Good afternoon, everyone. Today we've got a couple of logging changes for Inbound that will improve the ability to track and report on missed calls.
[CHANGE] Added Call ID to missed calls for the Enterprise package only. This will allow missed call reports to be grouped by Call ID, ensuring that a call which generated multiple offers can be reported on correctly as a single call.
Note: at this time, the Call ID for a missed call is different value than the Call ID for a call that has connected. They are currently both logged in the same Call ID field. Development is planning a package update that will be coming soon that will separate the two values into different fields to further improve reporting capabilities.
Impacts: organizations on the Enterprise package who are using Inbound
[CHANGE] Added missed call logging for inbound calls to group queues that did not generate an offer to any Agents. Previously, missed call logging required an offer in order to log in CRM. With this change, a single missed call record will be generated in the limited case where an offer was not generated. Some organizations may see a few more missed calls for group lines outside of office hours.
Impacts: organizations who are using Inbound