When using the Call timeline feature, users are able to better understand why teams/agents are missing calls. Follow the steps below to gain insights on why any unanswered call was missed.
To learn more about missed calls, please consult this article.
Understanding Missed Calls
If you are using the Aircall app, you can retrieve the Call ID as shown in the image below:
Once you have the call ID, you’ll need to go to the Analytics > Call History section in the Dashboard. In the filters, paste the call ID you had copied from the Aircall app. Apply the correct date and the call will appear.
If you are using the Aircall Dashboard you can use the Call History section to find more unanswered calls. The "call type" filter can help you find any unanswered calls.
To learn more about the routing of the call, the Call Timeline will break down the call from the first action the caller made until the last one:
In this particular example, we can see that the call was missed because the agent to whom it rang did not answer.
It first got redirected via IVR to the Existing Customers FR number, then was redirected via IVR to the Support FR line where finally it enqueued to the French team, and rang to an agent who didn’t answer. In this case, the missed call reason presented in the Call Timeline is “Nobody answered the call” which corresponds to the missed reason agent_did_not_answer (which you can see under the “missed_call_reason” column) in the Call History:
| Timeline - Call Information ( |
Call History - missed_call_reason |
| Call outside of opening hours | out_of_opening_hours |
| The caller hung up during the welcome message | abandoned_classic |
| The caller hung up during IVR | abandoned_ivr |
| The caller hung up before an agent could pick up | short_abandoned |
| Nobody answered the call | agents_did_not_answer |
| Nobody was available | no_available_agent |
| Call missed | null||unknown_reason |
⚠️ Please note: The call timer starts counting when the call enters the system. To learn more about missed calls, please consult this article.
In this case, the missed call reason is agent_did_not_answer, which you can see under the “missed_call_reason” column:
By using the Call timeline, users are able to better understand not only what the missed call reason is, but exactly what it represents. By reviewing the Call timeline, users gain context on why a call was not connected, and all of the events that occurred before the call was ended.
Another way to look for missed calls at a glance on a given day or time frame is by selecting the date and the call type and applying the Inbound -Missed filter:
Here you will see all the inbound calls that were missed on a given day, and you’ll be able to check the routing of those calls by checking the call timeline.
If you have a professional plan or Analytics + you can further explore users' activity throughout the day, and agent statuses at given timeframes. You can find out more in this article.