Missed call reason classifications in SmartFlows

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 user hangs up during the first 10 second.

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” branch and call duration is more than 10 seconds. If there is no time rule widget this tag never will be used

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 easily add more users or teams to your call distribution to help.

• Flow ends but it was not possible to ring agents due agents were unavailable/busy.

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

• Abandoned (caller hang up) during the waiting time of the first ring to widget of the flow.

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.

• Flow ends after rings agents but the agents did not answer or reject the call

• Abandoned (caller hang up) and the caller pass though one or more ring to widget and in at least one of the ring to widget an agent was ringed.

• Abandoned (caller hang up) during an agent is ringed in the first ring to widget of the flow.

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 widget (Message)

• Abandoned in during the IVR gather

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 user hang up and finish the flow without pass for any ring to widget (Basically is any other case that is not cover for the previous missed reasons).

YES