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:

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.

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 will be the necessary choices for diagnosing the causes of missed inbound calls which were not related to business hours.

Depending on the configuration of your call routing, a single missed call can show up multiple times within different reports. Here is an example:

In Agent and Group 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.

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, we can see at exactly what point a call ended its journey by selecting the right dropdown arrow.

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:

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:

All time values are listed in seconds (s).

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.

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 of Business Hours will not appear within Group or Agent reports. This can cause a discrepancy between the number of missed calls you see in your Group or Agent reports compared to the number of missed calls in your Call log report.

In an Agent or Group report, Calls outside of Business Hours will NOT be included in the sum of the total Missed Calls.

Calls outside of Business Hours show up in the Call log report. This is why the number of total missed calls may be bigger here than in your Group and Agent reports.

In a Call log report, Calls outside of Business Hours are included in the sum of total Missed Calls. Within the Call log report:

Keep in mind that “resolved” and “unresolved” calls will not be differentiated in this report.

Missed calls are defined as any calls that rang and were cancelled, declined, or simply not answered. 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:

Within the Group or Agent report, select the Missed calls stat card to provide a breakdown of why the call was not answered.

Within the group report, there are four categories for why a call has been logged as missed.

Within the agent report, there are five categories for why a call has been logged as missed.

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 or Agent reports, select the Resolved Missed Calls card to update the call log table below and display only calls that have been marked as resolved missed.

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 or Agent reports, select the Unresolved Missed Calls card to update the call log table below and display only calls that have been marked as unresolved missed.

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