Aircall Help Center | Missed call reasons in Smartflows

Missed call reasons in Smartflows

The Missed Call Reasons feature in Smartflows helps identify why a call was not answered. This article explains how each missed call reason is defined in Smartflows.

Missed call reasons definitions

Event	Smartflows behavior
short_abandoned	The caller hangs up during the first 10 seconds. Note: Calls lasting less than 10 seconds that end at the “At any other time” branch of a Time Rule, without ringing any users, are not considered short_abandoned.
out_of_opening_hours	The call is abandoned in the “At any other time” branch of a Time Rule, without ringing any users.
no_available_agent	The flow ends without ringing any agents because none were available or could be reached. This includes cases where: - The call lasted less than 10 seconds and no agents were available. - The call lasted more than 10 seconds but no agents were reached.
agents_did_not_answer	The call lasted more than 10 seconds and rang at least one user, but none answered or all rejected the call.
abandoned_in_ivr	The caller abandoned the call during the IVR, either while the intro message was playing or while options were being gathered.
abandoned	The caller hangs up or the flow ends without passing through any Ring To widget. This is a general fallback for any case not covered by other missed call reasons.

Hierarchy for setting missed call reasons

Below is a diagram that illustrates all the scenarios above:

The following rules define how Smartflows determines the missed call reason based on the call’s behavior:

The call timer starts as soon as the call enters the system.
When a call passes through one or more Ring To widgets:
- If the call ends within 10 seconds after ringing at least one agent, the reason is short_abandoned.
- If the call ends after 10 seconds and at least one agent was rung, the reason is agents_did_not_answer.
- If the call ends without ringing any agents, the reason is no_available_agent.
When a call does not pass through any Ring To widget:
- If it ends in the “At any other time” branch of a Time Rule, the reason is out_of_opening_hours.
- If it ends within the first 10 seconds, the reason is short_abandoned.
- If it ends during an IVR message or menu, the reason is abandoned_in_ivr.
- In all other cases, the reason is abandoned.

Note: If an agent answers at the exact moment a caller hangs up, the call will still be marked as missed. This ensures consistent reporting, as the call was technically missed.

Missed call reasons in Smartflows

The Missed Call Reasons feature in Smartflows helps identify why a call was not answered. This article explains how each missed call reason is defined in Smartflows.

Missed call reasons definitions

Event	Smartflows behavior
short_abandoned	The caller hangs up during the first 10 seconds. Note: Calls lasting less than 10 seconds that end at the “At any other time” branch of a Time Rule, without ringing any users, are not considered short_abandoned.
out_of_opening_hours	The call is abandoned in the “At any other time” branch of a Time Rule, without ringing any users.
no_available_agent	The flow ends without ringing any agents because none were available or could be reached. This includes cases where: - The call lasted less than 10 seconds and no agents were available. - The call lasted more than 10 seconds but no agents were reached.
agents_did_not_answer	The call lasted more than 10 seconds and rang at least one user, but none answered or all rejected the call.
abandoned_in_ivr	The caller abandoned the call during the IVR, either while the intro message was playing or while options were being gathered.
abandoned	The caller hangs up or the flow ends without passing through any Ring To widget. This is a general fallback for any case not covered by other missed call reasons.

Hierarchy for setting missed call reasons

Below is a diagram that illustrates all the scenarios above:

The following rules define how Smartflows determines the missed call reason based on the call’s behavior:

The call timer starts as soon as the call enters the system.
When a call passes through one or more Ring To widgets:
- If the call ends within 10 seconds after ringing at least one agent, the reason is short_abandoned.
- If the call ends after 10 seconds and at least one agent was rung, the reason is agents_did_not_answer.
- If the call ends without ringing any agents, the reason is no_available_agent.
When a call does not pass through any Ring To widget:
- If it ends in the “At any other time” branch of a Time Rule, the reason is out_of_opening_hours.
- If it ends within the first 10 seconds, the reason is short_abandoned.
- If it ends during an IVR message or menu, the reason is abandoned_in_ivr.
- In all other cases, the reason is abandoned.

Note: If an agent answers at the exact moment a caller hangs up, the call will still be marked as missed. This ensures consistent reporting, as the call was technically missed.