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Review refusal analytics by reason, channel, operator, segment and period

The Owner analyzes why conversations end as Refused/Lost, broken down by reason, channel, operator, customer segment and period, to find and address drop-off causes.

When this happens: Owner opens the Refusals section.

Step by step

  1. 1

    Open the Refusals section for This quarter.

    EasyCRM shows refusal counts by reason.

  2. 2

    Switches the breakdown to By channel, then By segment, to compare where refusals concentrate.

  3. 3

    Filters to the Wholesale — Romania segment to see whether that segment refuses more than average.

Other paths

Reason renamed since the refusal

A refusal reason was renamed after some refusal records were written (FR-14). The breakdown shows the current name for all of them.

If something goes wrong

No refusals in the period

EasyCRM shows No refusals for the selected period rather than an empty chart.

Good to know

  • Every Refused/Lost status change writes a refusal record. (FR-08-015, FR-14)
  • Figures are scoped to the viewer's visibility scope.
  • By segment, a refusal counts in every segment the customer matched at refusal time, so per-segment totals can exceed the overall total.