Subject: Re: Missed Calls in Talkdesk
From: Ashish Dabral <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Antonio Iunco <[email-masked]>, anupam tiwari <[email-masked]>, Arjun Hurry <[email-masked]>, DIPANSHU SHARMA <[email-masked]>, Grace Boussi <[email-masked]>, Ismail Lsm <[email-masked]>, jiaojiao chen <[email-masked]>, TEODORA <[email-masked]>, Marika Fujita <[email-masked]>, Md Modassir Hassan <[email-masked]>, mpiana josue <[email-masked]>, "Norbert Michael, Reisenauer" <[email-masked]>, pradeep verma <[email-masked]>, Pravesh Singh <pra
Date: Wed, 3 Mar 2021 01:43:12 -0700 (MST)

Hi Pritish, 

Please find below descripation of each legends. 

    * Answered Ring Attempts : The agent answered the ring attempt and the contact was handled. 
    * Ignored Ring Attempts : The ring attempt rang to the agent for the total duration of the configured ring time, but the agent did not pick up. 
    * Rejected Ring Attempts : The agent explicitly clicked the reject button. 

There are other Ring Attempt types that inform about the ring attempt outcome and that don’t impact Agents’ Answer Rate. 

    * Cancelled Ring Attempts : The Cancelled Ring Attempts are the ones where: 
        * The caller disconnected and the agent could not answer. 
        * In case of transfer, the transferring agent disconnected. 
        * In case of transfer, the contact person disconnected. 
    * Device Unavailable Ring Attempts : These are the attempts that the agent could not action because: 
        * The Callbar or Main is closed without actually logging out/off. 
        * Network problems. 

Regards, 
Ashish Dabral 

From: "Pritish Nandi" <[email-masked]> 
To: "Antonio Iunco" <[email-masked]>, "anupam tiwari" <[email-masked]>, "Arjun Hurry" <[email-masked]>, "DIPANSHU SHARMA" <[email-masked]>, "Grace Boussi" <[email-masked]>, "Ismail Lsm" <[email-masked]>, "jiaojiao chen" <[email-masked]>, "TEODORA" <[email-masked]>, "Marika Fujita" <[email-masked]>, "Md Modassir Hassan" <[email-masked]>, "mpiana josue" <[email-masked]>, "Norbert Michael, Reisenauer" <[email-masked]>, "pradeep verma" <[email-masked]>, "Pravesh Singh" <[email-masked]>, "Rosette Modiri" <[email-masked]>, "Sebastian Goeller" <[email-masked]> 
Cc: "Deeksha" <[email-masked]>, "saurabh" <[email-masked]>, "Ashish Dabral" <[email-masked]> 
Sent: Wednesday, March 3, 2021 1:46:28 PM 
Subject: Missed Calls in Talkdesk 

Team, 

Following up on my last email sent on Talkdesk missed calls, please be informed to logout every day from Talkdesk when you end your shift. 

If not done then there would be times when the talkdesk will show missed calls because your device was unavailable. 

Also, if you have any issues with Talkdesk we should know immediately, and also please always take a screenshot of the issue to report it further. 

We should not see any calls as cancelled or rejected from your talkdesk account. Again this is a Zero Tolerance policy and the consequences would be severe. 

Let me know if you have any questions. 

@Ashish - Can you send the legends of the missed calls here so that everybody is aware of what do they mean. 

Regards, 
Pritish Nandi