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Missed/Abandoned Calls for Queue

With Webex Calling queues, we have no idea that a customer has called us and hung up while waiting in queue. We therefore have missed a call which could cause us to lose the customer's business and money.

It would be great to have the ability to see missed queue calls in a call log on the Cisco 8851 handsets and in the Webex App.

  • Robert Gardner
  • Feb 19 2023
  • Future consideration
  • Rodrigo Ayala commented
    27 Mar, 2023 02:53pm

    Customer is requesting this feature, they use miss calls menuto determine to go to the list for calls for the day miss any call send a notification via email that a call was successful or not answered number calls for a nurse triage call back, and real-time statistics.

  • Robert Gardner commented
    21 Feb, 2023 08:18am

    Thanks Praveen for your suggestion to use the "Call Back" feature in the Call Queues. Your timing is spot on, as we had a meeting today with our Webex partner who's implementing our solution and we came up with "Call Back" as a possible way of reducing missed calls. They will be configuring this on our queue so that we can test tomorrow.


    But it would still be could to have visibility to the queue call log from the Cisco handsets in future.

  • Admin
    Praveen Kumar Garlapati commented
    21 Feb, 2023 07:35am

    Hi Robert,

    Call Queues have the option for enabling "Call Back" for avoiding the long wait situation.


    Can you please look into if that functionality can help ?

    https://help.webex.com/en-us/article/nk8xfxt/Manage-Calls-in-Call-Queue