At present when taking the ‘Overview’ report as an example, phone calls are automatically grouped under “Closed With No Reply” in reporting. Whilst this classification makes sense for missed calls, it doesn’t accurately reflect answered calls, which are genuine customer interactions handled by teammates.
Why this matters:
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Customer engagement is underrepresented. An answered phone call is a meaningful teammate interaction, even if no written message follows. Grouping these with “no reply” means reporting doesn’t reflect reality.
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Managerial insights are skewed. Team responsiveness and workload data appear distorted, making it harder to track performance, allocate resources, or demonstrate value.
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Consistency across channels. With Fin Voice resolutions expected to be categorised correctly, teammate calls risk being unfairly bundled into “no reply”, creating inconsistencies in reporting.
Proposed solution:
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Keep missed calls grouped as “Closed With No Reply.”
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Reclassify answered calls as “Teammate replied,” since these are direct agent engagements.
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Ensure consistency so that both agent calls and Fin Voice resolutions are reflected properly in analytics.
Impact:
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Reporting would become more accurate and trustworthy.
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Managers would gain visibility into the true volume of customer conversations handled by agents.
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Support performance could be measured consistently across chat, calls, and AI voice interactions.
This small distinction would have a significant impact on reporting clarity, helping teams to better understand and optimise the customer experience.