Use this section to understand why you miss calls.

List of missed/abandoned calls reasons:

If a conversation occurred outside of business hours via ring team/external number forwarding blocks, it is categorized as 'Inbound (Answered)'. | | Missed: Not Picked Up | The call rang while some agents were available, but no one answered or the call was rejected by an agent. | | Missed: No Eligible Agents | Either no agents were online or agents were online but were on other calls or otherwise busy.

The call never rang for any agent. | | Missed: Voicemail No Rings | The call did not ring for any agents and the caller left a voicemail rightaway without entering a ring queue. | | Missed: Unknown | This category includes all missed calls received before the introduction of this classification framework. | | Abandoned: Short | Any call that is shorter than 5 seconds. | | Abandoned: On Voice Message | A caller hung up during or after hearing the voice message. | | Abandoned: On Voicemail | A caller hung up during or after hearing the voicemail message, without leaving a voicemail. | | Abandoned: On IVR | A caller hung up during or after hearing the IVR Routing message, without selecting an IVR option from the menu. | | Abandoned: Other | This category includes calls abandoned due to reasons not specified or for technical reasons. | | Abandoned: Unknown | This category includes all abandoned calls received before the introduction of this classification framework. |