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How to Know if Call Dropped in Queue or IVR
How to Know if Call Dropped in Queue or IVR

Use this guide to help you find out if a call dropped while in the global queue or in the IVR menu

Written by Shelby Glynn
Updated over a week ago

This guide will show you how to use your call flow designs, missed call statistics, and call history logs to diagnose what is causing your missed calls.

User Level:

  • Admin

Missed or Abandoned?

Currently, the metrics of Avg. Abandon Time and Max. Abandon Time make no distinction between calls which were cancelled by the caller and calls which dropped from failure to be picked up in time. However, there are some ways to figure out the most likely cause of missed calls if you are willing to do a bit of data analysis.

Dictionary of Terms

Abandon. Time

time elapsed before call was dropped or cancelled

Call Flow

predetermined routes or paths taken by incoming calls


"Interactive Voice Response"


queue/lineup with order of incoming callers before calls directed to operators

Check the Call Flow Design

Call Flows can be designed, edited, or deleted from the CloudTalk Dashboard.

  1. From the lefthand sidebar, click Numbers. On this page, you should see one or more CloudTalk numbers on the left. This represents the number which incoming calls are directed through.

  2. Click the pencil icon next to the rightmost column labeled First Step. This opens a diagram of the Call Flow in place for a given CloudTalk number.

  3. If only the CloudTalk number is shown, this means there is not yet a Call Flow created. In this scenario, all calls are going through the same default route. For companies which receive a large volume of callers, adding a Call Flow to direct calls and navigate with IVR prompts might decrease congestion and reduce missed calls.

    Note: You can click on a + symbol to add an Action to your Call Flow, and click the cog icon to view or adjust Settings for a given Action.

  4. Look over the Call Flow in place to assess which groups and what Actions calls are passing through at different stages. The Call Flow route allows a visual representation of the point at which Missed Calls > filter(ed) by group would have dropped.

View Missed Call Statistics

  1. Click the dropdown arrow beside Statistics on the lefthand sidebar. Go to the first tab, Call History.

  2. Next to the icon labeled Missed Calls, click the blue text which says (More) to open up Missed Call Statistics.

  3. Here you can view the total Missed Inbound Calls, the Abandon. Rate and Time, as well as Resolved and Unresolved calls (if filtering by status).

  4. Optionally, go to the top of the page, and click the dropdown box labeled filter by group. Filtering by group can give an idea of the number of missed calls which ended their journey in a certain group segment.

Analyzing missed calls with filter by group will have different impact for different call flow designs.

  • This option will give more insight if call flows are structured in a way such that each group is only used once.

  • Routing to the same group in multiple stages of your call flow will make it more ambiguous which group instance the call dropped in.

View Missed Call Log Data

  1. From the Statistics | Missed Calls page, scroll down to view Call history logs. These will be filtered to only show missed calls.

  2. Under the column header Agent, you will see a date, time, and either:

    1. the name of an agent

    2. a phone number

    3. or the word via with a group or calling branch name.

  3. The piece of data listed there refers to the stage of the call flow in which the call was dropped. Assuming groups and routes have been properly set up in the call flow for a particular number, this information should be a huge help in assessing whether or not a call was truly "abandoned" by the caller.

Have more questions? Reach out to our Support team. We're always happy to help!

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