Ryng

Hi,

As Ryng is evolving continuously, we find it important to upgrade our reporting baselines. With this release we are making a critical addition to our reports & data library. Meet Overall Status!

This allows admins, manager & analysts to understand what is happening with a call. Let’s look at the statuses:

1. Connected : The call was connected. Agent & Customer completed a conversation.
2. Abandoned : This status is only applicable for Pacing/Predictive dialing. It represents a call that has been abandoned/dropped because one other call got connected.
3. Agent Cancelled : This represents a state where the agent disconnected a call while it was ringing the customer, i.e before the call reached terminal status.
4. Non-connects: This represents a state when the agent stays on call, but none of the calls connected because of No-answer, Busy, Failed or any other status
5. Not Applicable: This means the call has been initiated but has not been disposed (connected/non-connected) yet. Please generate the report after some time.

Overall Status is only applicable for new calls - from 24th Feb 2023

If you are interested in more data, we have added in more layers of statuses:

1. Exotel Status (earlier called Overall Status) = Represents the status derived by the cloud telephony operator - Exotel
2. Cause Code = Represents the status reported by the cellphone tower. Find the definitions here

Impact on your metrics:

We are upgrading our Connectivity metric to reflect this. You are now able to view the true-connectivity of your queue, as it avoids abandoned & agent-cancelled calls.

Connectivity = [Connected Calls] / [Connected Calls + Non-Connected Calls]

How does this help?

• Each status has enables distinct actions, based on your business scenario:

  • If agent-cancelled is high → monitor & train your agents to stay on
  • If abandoned is high → reduce your pacing ratio
  • If non-connects are high → increase retries

Other Changes