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Missed Call Reasons in Smartflows

Missed call reasons

See below how the missed call reasons are defined in the Smartflows tool, and the differences compared to the current definitions with Aircall's previous routing.

Event Previous Routing Smartflows Behavior Is it new Behavior?
short_abandoned
  • 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.
  • If the caller hangs up during the first 10 seconds.

Note: Calls that last for less than 10 seconds and end at the “At any other time” Time Rule branch without ringing any users, will not be considered short_abandoned.

 NO
out_of_opening_hours
  • 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.
  • Abandoned in “At any other time” Time Rule branch without ringing any users.
 YES
no_available_agent
  • 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 add more users or teams to your call distribution to help.
  • Flow ends but it was not possible to ring any agents as they were unavailable/busy.
  • Call lasted less than 10 seconds and there were no available agents.
  • Call lasted more than 10 seconds, but it did not ring any agents as none were available.
 NO
agents_did_not_answer
  • 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.
  • Call lasts for more than 10 seconds and rings users but they fail to answer or reject the call
 NO
abandoned_in_ivr
  • 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.
  • Abandoned in the IVR, either while the IVR intro message is being played or while the IVR options are being gathered.
 YES
abandoned_in_classic
  • 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.
  • If a user hangs up or finishes the flow without passing through any ring to widget (This essentially is a catch all for any other case that is not covered by the previous missed reasons).
 YES

 

Hierarchy for setting missed call reasons

Below is a diagram that illustrates all the scenarios above:

unnamed.png

⚠️ Please note:

  • The call timer starts counting when the call enters the system.
  • When a call passes through one or more ring to widget(s), and the caller hangs up or the call ends (the set flow ends):
    • If the call ends <10sec after ringing at least one agent (in one of the Ring-To widgets), the missed call reason will be short_abandoned
    • If the call ends >10sec after ringing at least one agent (in one of the Ring-To widgets), the missed call reason will be agents_did_not_answer
    • If the call ends and did not ring any agents (in any of the Ring-To widgets), the missed reason will be no_available_agent
  • When a call does not pass through a ring to widget, and the caller hangs up or the call ends (the set flow ends):
    • If the call ends in the “At any other time” branch of a Time rule widget, the missed call reason will be out_of_opening_hours
    • If the call ends during the first 10 sec, the missed call reason will be short_abandoned
    • If the call ends during the IVR message or during the IVR, the missed call reason will be abandoned_in_ivr
    • In all other scenarios, the missed call reason will be abandoned_in_classic
  • If an agent answers the call at the exact moment the caller hangs up, we will classify the call as missed. This ensures consistency in reporting, as the call was technically missed.
Sercan T.

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