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:

image-20230413-065311.png

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 reasons

The table below lists each missed or unanswered call classification, its reason, and description.

Call classificationReason (code)Description
Missed callNot abandoned / within business hoursThe system attempted to connect the call, but all agents were either unavailable or did not answer.
Missed callAll agents were unavailable (no_available_agent)
  • The inbound call was not answered because there were no available agents to take it. 
  • Classic or IVR number: The caller reached your number, but no agents were available (they were busy, in after-call work, or offline). Consider adding more users or teams to the distribution. 
  • Smartflows number: The call flow ended without reaching an agent because all were unavailable. Examples: The call lasted less than 10 seconds, and no agents were available. The call lasted more than 10 seconds but did not ring to any agents.
Missed callNot answered by agents (agents_did_not_answer)
  • The inbound call was not answered even though agents were available. 
  • Classic or IVR number: The caller reached your number, agents were available, but none picked up. 
  • Smartflows number: The call rang to agents for more than 10 seconds, but they did not answer or rejected the call.
Abandoned callOutside of business hours (out_of_opening_hours)
  • The inbound call was received outside of configured business hours. 
  • Classic or IVR number: The caller reached your number while it was closed. 
  • Smartflows number: The call ended on the At Any Other Time branch of a Time Rule widget.
Abandoned callAbandoned before 10 seconds (short_abandoned)
  • The caller hung up before 10 seconds elapsed. 
  • Classic or IVR number: If both out_of_opening_hours and short_abandoned apply, the reason shown will be out_of_opening_hours. 
  • Smartflows number: If the call did not ring any agents and both conditions apply, out_of_opening_hours takes priority. 
  • When a call connects to a user: If the call rings a user, even for less than 10 seconds, it is classified as agents_did_not_answer.
Abandoned callAbandoned on an IVR line (abandoned_in_ivr)
  • The caller hung up within the IVR menu. 
  • IVR number: The caller did not select an option and hung up. 
  • Smartflows number: The call ended in the IVR widget without progressing to any ring to widget. This can occur during the welcome message, menu selection, or while waiting in IVR. 
  • In some flows, callers can be routed (for example, via a TimeRule widget such as the At Any Other Time leg) directly to a Voicemail widget without passing through a Ring To widget. In this case, the caller may successfully leave a voicemail, but the disconnect reason will still be abandoned_in_ivr.
  • If abandoned_in_ivr and short_abandoned both apply, short_abandoned takes priority.
Abandoned callAll other missed scenarios (abandoned)
  • The inbound call was abandoned during the welcome message or before any other widget interaction. 
  • Classic or IVR number: The caller hung up during the welcome message. 
  • Smartflows number: The caller hung up before reaching any ring to widget, and none of the other reasons apply. 
  • This reason applies when the welcome message is an audio file (not IVR).
CallbackCallback request
  • The caller chose to request a callback instead of waiting to connect to an agent. 
  • In some cases, this may occur alongside other unanswered call reasons (for example, when no agents were available). If a callback request was made and no other reason applies, callback request will be displayed.

Viewing missed call information from the Aircall Worspace mobile app

You can view missed call reasons directly within the Aircall Worspace mobile app.

Steps:

  1. Open the Aircall Workspace mobile app.

  2. Go to the Call section and select Missed calls filter.

  3. The missed call reason will appear in the conversation and in the Call details

Note: Missed calls are calculated from inbound calls only.