Please note:
- The Unanswered Calls+ Dashboard (available through the Analytics+ add-on) contains even more metrics and charts critical to keeping your unanswered calls at a minimum and maximizing customer satisfaction. For example, use an interactive heatmap to identify the hours of the week where you receive the most unanswered calls, and then click into the heatmap to investigate further the specific calls in each timeslot. Learn more here.
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The Unanswered Calls dashboard will allow you to keep track of how many calls are going unanswered and why, so you can ensure these are kept at a minimum.
You will be able to identify:
- When the most calls are left unanswered (which times and days, and how this evolves over time)
- What the main reasons are for missing calls
With this information you will be able to make informed improvements. For example:
- Are certain calls unanswered because no agents were available? Try to identify the root cause. For example, if you identify specific busy time slots, then consider adapting your agents’ schedules.
- Are certain calls unanswered because specific agents were available, but did not pick up? Consider coaching your agents.
- Are certain calls unanswered because too many callers abandon the call? Consider improving your IVR menus, routing strategy, changing your ringing time, or implementing a callback strategy.
Availability of this dashboard
This dashboard is currently available to companies with the Professional plan, visible to users with admin or supervisor roles.
Overview of this dashboard
On this dashboard, you can assess your unanswered calls at a glance with the Monitor trend over time section at the top of the page, including what proportion of your inbound calls are unanswered, and how this evolves over time.
You can then use the Learn why you have unanswered calls section to understand the reasons behind your calls going unanswered, so as to respond with targeted actions.
Please note that a quick definition of each KPI or graph is given as a tooltip:
Terms used in this dashboard
The main terms used in this dashboard are described in the article Unanswered Calls Dashboard - Term Definitions
⚠️ Please note: Unanswered calls is also referred to as “missed calls” in other dashboards.
Filters available in this dashboard
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Filter
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Description
|
| Date |
The date range you wish the data in this dashboard to reflect. (This will include calls that start within this date range in the selected timezone) |
| Date Breakdown | For timeline graphs: the breakdown of the timeline e.g. one point per day, week, or month. |
| Numbers | Filters the data to calls received on the selected phone numbers |
| Timezone | The timezone that your selected dates will reflect |
| Unanswered Call Reason |
Narrow down the data to show only calls that were unanswered for a specific reason. Please note that multiple reasons can be selected at once. Please also note that this filter will apply only to unanswered calls specifically - total inbound calls across all charts and metrics will always reflect all inbound calls received, whether answered or not, and unanswered for any reason. |
|
IVR Branch |
This will filter data by calls where the specific IVR Branch selected in the filter was the last IVR Branch chosen by the customer (i.e. menu option chosen), before the call was unanswered or answered. For more details, see here. |
Monitor trend over time
In this section you can assess, at a glance, the big picture in relation to your unanswered calls. Specifically, you can learn:
- How many calls or callers were unanswered?
- How is your rate of unanswered calls evolving over time?
Please note: For each metric that applies to unanswered calls, these unanswered calls will be filtered by the specific unanswered call reasons selected in the filter section above.
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Metric/Chart
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Description
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| Unanswered Inbound Calls |
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| Unanswered Calls Evolution |
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Learn why you have unanswered calls
In this section you can identify the reasons for your unanswered calls and how this evolves over time:
- Are the calls unanswered because no agents were available?
- Are the calls unanswered because specific agents were available and did not pick up?
- Are the calls unanswered because too many callers abandoned the call before it was answered?
Please note that both charts in this section may be filtered by one or several selected unanswered call reasons. This filter will apply only to unanswered calls specifically.
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Metric/Chart
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Description
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| Unanswered Calls by Reason |
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Total inbound calls evolution
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