When exporting a report via your Stats or Analytics section, you’ll be able to analyze your call activity with more precision.
Specifically taking a look at your missed call data, you will see that there are several different classifiers depending on the type of missed call listed in the .CSV file or within the Phone application itself. As a reminder, missed calls are calculated from inbound calls only.
Through Overview, you will see a chart displaying missed calls for the date range specified in the filters:
Here is a comprehensive list of missed call reasons:
|
Reason |
Description |
|---|---|
|
Outside of business hours |
The inbound call was not answered because it was received out of business hours Details A caller tried to call when your phone number was closed because of your set business hours. The business hours are configured via the Dashboard. You can change them by following this guide. |
|
Abandon before 10 seconds |
The inbound call was not answered because caller abandoned before 10s Details A caller called your phone number and hung up within the first 10 seconds. These calls could have been answered by an available agent if the call rang on their Phone application. |
|
Abandoned during welcome message |
The inbound call was not answered because it was abandoned by the caller during the welcome message Details A caller called your phone number (classic number) and hung up while listening to the welcome message. You may also see this tag when a caller has abandoned the call during the welcome message of an IVR number. |
|
Abandoned on a IVR line |
The inbound call was not answered because it was abandoned by the caller while interacting with the IVR Details A caller called your IVR phone number and did not select an option from the menu. They would have listened to the full IVR message and then hung up. |
|
All agents were unavailable |
The inbound call was not answered because there were no available agent to take the call Details A caller called your phone number and there were no available agents to take the call. The agents could have already been engaged in a call, in after-call work, or offline. You can easily add more users or teams to your call distribution to help. |
|
Not answered by agents |
The inbound call was not answered because no agent answered, although some of them were available. Details A caller called your phone number and there were available agents to take the call (call pinged to a specific agent). However, they did not answer. |
|
Callback Request |
The caller chose to leave a callback request and this is the reason why they have not been connected to an agent Please note: in other cases above, it is also possible that the caller also leaves a callback request (e.g not agent was available, and caller was proposed to be called back) |
Viewing Missed Call Information from the Phone
From the Aircall Phone, you can click on a call record to view the missed call reason. You can also search & filter by missed calls only.
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Open the Phone Application
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Go to either the To-do or Call History section
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Click on a call record to open the call details
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The missed call reason will appear at the top under Call information
