When exporting a report via the Analytics section, you can analyze your call activity in more detail.
Specifically, when reviewing your missed call data, you will notice several different classifications depending on the reason the inbound call was not answered.
On the Overview, a chart displays missed calls for the selected date range:
You can also explore these classifications in the Unanswered Calls dashboard, where you’ll find charts and filters by unanswered call reason.
Call classifications and descriptions
| Call classification | Description |
|---|---|
| Handled by AI Voice Agent | The call was fully handled by Aircall AI with no agent interaction required. |
| Callback request | The caller selected the option to request a callback instead of waiting to connect to an agent. If a callback request is made and no other reason applies, this reason is displayed. |
| All agents were not available | The call could not be answered because no agents were available. Applies to scenarios where agents are busy, offline, or otherwise unavailable. In Smartflows, this includes calls that do not ring to agents due to unavailability. |
| Users did not answer | Agents were available, but none picked up the call. In Smartflows, this applies when the call rings agents for more than 10 seconds and they do not answer or reject the call. |
| Outside of business hours | The call was received outside configured business hours. In Smartflows, this occurs when the call reaches the At Any Other Time branch of a Time Rule widget. |
| Abandoned | The caller hung up during the welcome message or before interacting with any widget, and none of the other abandoned reasons apply. This includes Smartflows where the welcome message is a standard audio file rather than an IVR menu. |
| Abandoned before 10 sec | The caller hung up before 10 seconds elapsed. If both this reason and out of business hours apply, out of business hours takes priority. If the call rings a user, even for less than 10 seconds, it is classified as Users did not answer rather than short abandoned. |
| Abandoned in IVR | The caller hung up while interacting with the IVR menu or within an IVR widget in Smartflows. This includes hang ups during the welcome message, menu selection, or waiting in IVR. If the caller reaches voicemail without passing through a Ring To widget, the disconnect reason may still be Abandoned in IVR. If both this and short abandoned apply, short abandoned takes priority. |
For more information about Missed call reasons, please see Missed call reasons in Smartflows.
Viewing missed call information from the Aircall Worspace mobile app
You can view missed call reasons directly within the Aircall Worspace mobile app.
Steps:
Open the Aircall Workspace mobile app.
Go to the Call section and select Missed calls filter.
The missed call reason will appear in the conversation and in the Call details
Note: Missed calls are calculated from inbound calls only.
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