NethCTI – Extend visibility of queue missed calls beyond 12 hours (Customer Management) #7833
Description
Description
In NethCTI, within the Queues panel and the missed calls view for queues (now labeled Customer Management), customers are requesting the ability to extend the visibility window beyond the current 12-hour limit.
Currently, the panel only shows calls received within the last 12 hours. This limitation prevents operators and supervisors from viewing calls that arrived outside business hours, such as during nights, weekends, or holidays.
Current behavior
- The Queues / Customer Management panel shows missed calls only within the last 12 hours
- Calls received outside this time window are not visible
- There is no configuration option to extend or customize this time range
Expected behavior
- Allow extending the visibility of queue calls beyond 12 hours
- Ideally, make the time range configurable (e.g. 24h, 48h, custom range)
- Enable visibility of calls received outside opening hours, for better analysis and customer follow-up
Use case / Motivation
- Customers want to analyze queue activity during off-hours
- Missed calls received during closures are important for:
- Customer callbacks
- Service quality analysis
- Reporting and auditing purposes
- The current limitation reduces the usefulness of the Customer Management view for operational analysis
Impact
- Incomplete visibility of queue traffic
- Manual correlation with external reports or CDRs is required
- Reduced efficiency in customer follow-up and reporting