Zoom Status/Call Status Tracking

[TomV]

How are folks handling call status tracking when using call queues to route call forwarding?  The company I work for has this insane idea that a call should never end up in a voicemail box, yet there is nothing setup to allow callers to wait for the next available representative.  This causes managers/leadership to get worked up whenever they call someone and the person they are calling does not pick up and others on the team are not able to pick up so they end up in a voicemail box.

Example: Our typical configuration is as follows for a 5 person team: all members of the team have direct dial numbers.  If person 1 is called, their phone rings first.  If person 1 is unable to answer, the call forwards to a call queue containing all 5 members of the team (including person 1).  If all 5 people are unable to answer, it will route to the original callee's voicemail box (person 1 in this example).  The same configuration is true for all 5 team members.

What I am looking to track is status's of the 5 person team at the time of the call coming in so I can report to the manager on why the call was routed to voicemail. Like if everyone was already on a call that would be a justifiable reason for calls going to voicemail.

[rhelder]

You can go into Phone System Management > Logs > find the specific call > then click the "Call Path" link/column. That will bring up details of the entire call journey, including showing the call queue users/members status at that time and what action (if any) they took.

I don't know if there's any sort of Dashboard or reporting more advanced than that. That might be a feature on Contact Center? Not sure