In Automatic Call Distribution (ACD) systems, calls are routed to customer agents based on specific rules. The Rejected Calls On Queue Report is an audit report presenting details of calls assigned to a customer agent by the system but manually rejected (declined) by that agent.
This report is used to identify situations where the agent voluntarily declined the call, distinguishing it from calls that were dropped due to timeout.
Purpose and Features
The primary purpose of this report is to ensure workforce discipline and analyze the call answering behaviors of customer agents. It provides operational managers with concrete evidence regarding which agent rejected calls from which queue, how often, and when.
Key Features:
Behavior Analysis: Verifies that the call ended due to a "Reject" action, not a technical issue.
Queue and Agent-Based Breakdown: Shows whether the rejection action is concentrated in a specific queue or specific to a certain agent.
Benefits
The main value additions provided by the Queue Rejected Calls Report to operational processes are:
Performance and Discipline Management: Detects "Cherry-picking" or work avoidance behaviors by agents, enabling necessary warnings to be issued.
Customer Experience Improvement: Makes visible the time lost when a customer is transferred from one agent to another and the increase in wait times caused by rejected calls.
Training Needs Assessment: Continuous rejection of calls from a specific queue (e.g., English or Technical Support) by agents may indicate a lack of competence or confidence in that subject.
Report Filters
The following filters are used to determine the dataset to focus on when generating the report:
Agent: Allows querying specifically for a certain customer agent or group of agents who rejected calls.
Date: Determines the time range (Start - End) during which the rejected calls will be analyzed.
Report Columns
The columns included in the report contain the identity information of the rejected call, timestamps, and details of the personnel performing the action:
Column Name | Description |
Active Call Key | The unique identity key used for technical tracking of the call in the system. |
Caller Number | Shows the phone number information of the party initiating the call. (Depending on call direction, this could be the business number.) |
Callee Number | The business number. (Depending on call direction, this could also be the customer number.) |
Call Date | Gives the date and time information when the call reached the switchboard and entered the queue. |
Rejection Date | The exact date and time information when the call was turned down by the assigned customer agent pressing the "Reject" button. |
Username | Shows the system username (usually email address) of the customer agent who rejected the call. |
Agent Name | Shows the first and last name information of the customer agent who rejected the call. |
Queue Key | Shows the unique identity key of the queue where the call was rejected. |
Queue Name | Shows the name of the queue (Department/Skill group) where the call belonged and was rejected. |
Inbound | Indicates the direction of the call. If "Yes" is written in this field, it is understood to be an Inbound Call. |
Usage
Navigate to Reporting > Call > Queue > Rejected Calls On Queue Report.
Click the Apply button to view the report data.
The generated report can be downloaded using the Export option.
