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Learn how to filter and analyze missed call data within the Analytics dashboard.
User level: Admin, Supervisor, Analyst

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Missed Calls Analysis

Checking your call history, including those calls that were missed, is as simple as filtering Analytics for your desired outcome and viewing the necessary logs. Applying filters at the top of the page, selecting a stat card, or clicking a point on a graph will affect what data breakdown you see underneath.
To tailor your missed call data:
  1. Select your desired report from the top left of the screen.
  2. Apply desired filters and choose a time range.
  3. Select a missed call related stat card to focus on data associated with that card.
The call log table at the bottom of the page will include comprehensive details for each missed call to facilitate follow-up action or deeper analysis.
Tip: Switching to toggle view allows you to see all your stat cards at once.

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Choosing a Report Type

The way data is presented within different reports can vary significantly within Analytics. It is important to select an appropriate report type for what trends or call information you want to concentrate on. Group and Agent reports are the best choice for diagnosing the causes of missed inbound calls that are not related to business hours.

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Missed Call Count Logic (by Report)

Depending on the configuration of your call routing, a single missed call can show up multiple times within different reports. Here is an example:
  • You have one company containing 5 groups, one group for each team in the call center. The call routing is configured so that the call rings each group sequentially. In each group, there are 5 agents with physical phones.
  • An inbound call comes in. A call is counted as missed only if no agent in the routing path answers the call. If a call rings multiple agents or groups but is eventually answered, it will be counted as an answered call rather than multiple missed calls. In this example, the call rings through all groups and agents, but no one answers it. The missed call results will be:
    • In the Call log report: 1 Missed Call (for the company)
    • In the Group report: 5 Missed Calls (one for each group)
      • For a specific group, the sum would be 5
    • In the Agent report: 25 Missed calls (one on each agent’s phone)

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Graph and Missed Inbound Breakdown

In Agent, Group, and Call log reports, after clicking the Missed calls (inbound) card, you can select a category to graph only calls missed for the selected reason. The red line on the graph represents the previous period of the time range selected.
If you select a time range of Last 7 days, the blue line will include the seven days leading up to current time and the red line will include data from the seven days prior to that. The previous period line can be hidden by clicking its matching red dot and time range in the graph key.

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Call Log Table

At the bottom of Group, Agent, and Call log report types, there is an associated call log table. For calls that route through agents and groups, this table can be especially important for understanding potential issues in routing logic, as well as group and agent capacity. For missed calls, you can see exactly where the call ended in the routing flow by selecting the dropdown arrow. The table also includes a Reason column, which shows why a missed call occurred. The reason reflects the category assigned in the Missed calls (inbound) breakdown, such as agent availability issues or caller cancellation.
The Via column contains data for either the phone number or group where a missed call ended. Select the triple dots to get more detailed information about the call, including:
  • call steps
  • more call details (goes to the Call details screen)
  • the Call ID
By selecting Call steps, the user can see the steps a missed call took before it ended on either the number or group listed under Via. We can also see:
  • Step type (with details about the step)
  • Status (with log values)
  • Ringing time
  • Wrap up time
  • Talking time
  • Duration
All time values are listed in seconds (s).
In the above example, the call first entered the IVR, where the caller selected the default option. The call was then routed to the Tech consulting queue. Since no agents were online in the queue at that time, the call could not be answered and was marked as Missed (no_agents_online).
In addition to having the Resolved and Unresolved Missed call cards for filtering, resolved calls are denoted in call tables with a small check icon over the bigger call direction icon. Hover over the icon to see the agent who resolved the call, along with the call ID.

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Missed Call Stat Cards

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Calls Outside of Business Hours

This stat card will only have data if your Business Hours and/or Holidays are switched on within Account > Settings > Business Hours.
Calls outside of Business Hours tracks inbound calls that ring outside of a company’s set business hours, or during enabled holidays. This data is only available within the Call log report, because calls which fall outside set business hours are not routed through agents and groups. Calls outside business hours are excluded from the Missed Calls (Inbound) count and tracked separately using this metric.

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Missed Calls (Inbound)

Missed calls are defined as inbound calls where no agent in the routing path answered the call. This number can vary depending on the report type being viewed, due to the different ways a call can be routed: through a group, through only an agent, or neither. Resolved and unresolved missed calls are tallied within Missed calls stat cards in Group and Agent reports:
Missed Calls (inbound) = Resolved Missed Calls + Unresolved Missed Calls
Within the Call Log, Group, or Agent report, select the Missed calls (inbound) stat card to provide a breakdown of why the call was not answered. Selecting a category filters the report and updates the call table to display only calls matching that reason.

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In Group Report

Within the group report, there are four categories for why a call has been logged as missed. Selecting a category filters the report to display only calls matching that reason.

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In Agent Report

Within the agent report, there are six categories for why a call has been logged as missed. Selecting a category filters the report to display only calls matching that reason.

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In Call Log

Within the Call Log report, missed calls are categorized based on where the call ended during the call flow. Selecting a category filters the report and updates the call table to show only calls matching that reason.

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Resolved missed calls (inbound)

This card shows the number of missed inbound calls that have been called back, or “resolved”. Card data dynamically reflects the missed call count, meaning that once missed callers are called back, the number will update on the next search or filter. Within Group, Agent, and Call log reports, select the Resolved missed calls (inbound) card to update the call log table below and display only calls that have been marked as resolved missed.

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Unresolved missed calls (inbound)

This card shows the number of missed inbound calls that have NOT been resolved. Card data dynamically reflects the missed call count, meaning that once missed callers are dialed back, the counter will decrease and update the new number in accordance with how many calls were resolved since the last refresh. This change will happen after the call ends. Within Group, Agent, and Call log reports, select the Unresolved missed calls (inbound) card to update the call log table below and display only calls that have been marked as unresolved missed. When filtering by Resolved or Unresolved missed calls, the call log table also displays the Reason column to indicate why the call was originally missed.
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