Missed, Unanswered, & Abandoned Call Classifications

The inbound call was not answered because there was no agent available to take the call.

Where the number is a classic or IVR number:

A caller called your phone number and there were no available agents to take the call, whether because they were already engaged in a call, they were in after-call work, or they were offline. You may wish to add more users or teams to your call distribution for this number to reduce this.

Where the number is a Smartflows number:

This missed call reason may result from the following circumstances:

• The call flow ends and it was not possible to ring to any agents because these agents were unavailable/busy.

• Abandoned (caller hang up) and the caller passed though one or more “ring to” widget and all the agents were unavailable / busy

• The caller abandoned (hung up) the call during the waiting time of the first “ring to” widget of the call flow.

The inbound call was not answered because, despite there being agents available, no agent answered the call.

Where the number is a classic or IVR number:

A caller called your phone number and there were agents available to take the call (the call was received by specific agents). However, these agents did not answer the call.

Where the number is a Smartflows number:

This missed call reason may result from the following circumstances:

• The call flow ends after ringing to agents but the agents did not answer or rejected the call.

• The caller passed through one or more “ring to” widgets and, in any at least one of the “ring to” widgets, an agent was ringed. However, the call was abandoned (hung up) by the caller.

• An agent was ringed in the first “ring to” widget of the call flow. However, the caller abandoned the call (hung up).

The inbound call was not answered because it was received outside of business hours

Where the number is a classic or IVR number:

A caller tried to call when your phone number was closed, as defined by your business hours. Your business hours are configured via the Dashboard and can be changed following this guide.

Please note:

• If the conditions for ‘out_of_opening_hours' and ‘short_abandoned’ both apply, then the reason will state ‘out_of_opening_hours’.

Where the number is a Smartflows number:

In a “time rule” widget, the call was stopped at an “at any other time” branch.

Tip: in order to successfully log calls outside of opening hours, your Smartflows IVR should use the “at any other time branch” for your specific closing hours.

Please note:

• If the conditions for ‘out_of_opening_hours' and ‘short_abandoned’ both apply, then the reason will state ‘short_abandoned’.

• If the conditions for ‘out_of_opening_hours’ and ‘abandoned_in_ivr’ both apply, then the reason will state ‘abandoned_in_ivr’.

The inbound call was not answered because the caller abandoned (hung up) the call after less than 10 seconds.

Where the number is a classic or IVR number:

• If the conditions for ‘out_of_opening_hours' and ‘short_abandoned’ both apply, then the reason will state ‘out_of_opening_hours’.

Where the number is a Smartflows number:

• If the conditions for ‘out_of_opening_hours' and ‘short_abandoned’ both apply, then the reason will state ‘short_abandoned’.

When a call connects to a user:

• If the call begins ringing to a user, even if the call rang for less than 10 seconds, the call will be considered as 'agents_did_not_answer'.

Where the number is an IVR number:

A caller called your IVR phone number, did not select an option from the menu, and then hung up.

Where the number is a Smartflows number:

A caller called your Smartflows number and finished the flow in the “IVR widget”, and then hung up, without having passed into any “ring to” widget.

This reason could apply if the user hung up at any time while in the “IVR widget”, whether during the welcome message, waiting for a caller, or pressing a key.

Please note that this reason will not be stated where the caller hung up while being in types of widgets other than IVR widgets (for example, audio widgets).

Please note:

• If the conditions for both abandoned_in_ivr and short_abandoned apply, then the reason will state short_abandoned.

The inbound call was not answered because it was abandoned by the caller during the welcome message

Where the number is a classic or IVR number:

A caller called your phone 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 (instead of abandoned_in_ivr)

Where the number is a Smartflows number:

A caller called your phone number and hung up without the call passing into any “ring to” widget, and none of the other above mentioned unanswered call reasons apply.

Please note:

• This reason will be stated where the welcome message is part of an audio message, and not of an IVR widget (in which case, the reason abandoned_in_IVR will be stated), as well as in other situations such as where you have audio messages later in the call flow.

The caller chose to make a callback request instead of being connected to an agent.

Please note:

• In the other above mentioned cases, it is also possible for the caller to make a callback request and also have these other reasons apply (for example, where an agent was not available and the caller therefore requested to be called back.)

• The callback request reason will be stated where a callback request was made and no other unanswered reason applies.

• For example, if no agent was available and caller made a callback request, the stated unanswered reason would be agents_did_not_answer.