Report Views on ~.UcClient.~ Unified Communications

Long Calls

Mon, 01 Jan 0001 00:00:00 +0000

Long Calls #

The Long Calls view identifies your longest interactions, ranked by duration. Call length is often a leading indicator of underlying issues — whether process bottlenecks, complex problems that require escalation, difficult customer situations, or inefficient handling.

Why Track Call Length? #

Identifying process problems — a sudden increase in call duration for a particular call type or queue often signals that something has changed — a system is slower, a process step has been added, or there is confusion about how to handle a scenario. Long calls cluster around specific issues, making them easier to spot than reviewing individual calls.

Lost Calls

Mon, 01 Jan 0001 00:00:00 +0000

Lost Calls #

The Lost Calls view identifies calls that were abandoned — customers who hung up before reaching a user. Every lost call represents a missed connection, and tracking them reveals whether customers are leaving due to wait times, routing confusion, system issues, or frustration.

Why Track Lost Calls? #

Detecting routing and queue problems — a sudden spike in abandoned calls in a particular queue often indicates sizing issues (too few users for call volume), routing misconfiguration, or system problems causing excessive hold times. Lost calls are an early warning signal.

Repeat Calls

Mon, 01 Jan 0001 00:00:00 +0000

Repeat Calls #

The Repeat Calls view identifies customers who contact you multiple times within a short period — a pattern that almost always signals an unresolved issue. When a customer calls back, it means your first attempt to help them did not succeed, representing both a customer satisfaction risk and an opportunity to improve.

Why Track Repeat Calls? #

Measuring first-contact resolution — repeat calls are the inverse of first-contact resolution (FCR). High repeat call volume indicates that your team is not resolving issues the first time, forcing customers to call back and frustrating them in the process. Tracking repeat calls helps you identify where resolution is breaking down.