Missed calls: understand unanswered exits
Use this report to examine calls that left a queue without an answer. Different exit events suggest different investigations; a missed queue call is not the same thing as an unanswered ring attempt toward an agent.
Isolate the affected traffic
Open Filters & Search and select dates and queues. Refine by number, call ID, geography, hour or exit event as needed, then apply. Use preset periods for repeated checks and the short-wait option when investigating very brief exits. Read the active criteria before comparing a filtered result with an earlier total.
Compare queues and periods
Group by Queue, Hour, Day of month, Day of week, Month or Year, or by Country, Area and City. Return to call details to inspect waiting time and recorded positions. These missed calls have no answering agent, so this report does not offer the agent grouping used by Answered calls. Geographic values derive from telephone prefixes.
Interpret the exit correctly
ABANDON records departure before answer; EXITWITHTIMEOUT records the queue waiting limit; EXITEMPTY records an empty/unavailable-member exit condition; EXITWITHKEY records a key exit. The report’s period follows that exit event, including the full wait. Leaving a queue does not necessarily end the phone call: inspect Routing for the subsequent recorded path.
Apply a selection and verify the result
A filter chooses which records enter the analysis. A grouping chooses how those records are combined; it does not select a different population by itself. A measure tells you what is counted or timed. Keep these three choices separate when comparing two screens.
Select the period
Use a quick period or open Filters & Search and set From and To. Quick periods retain the other active selections; they are not a full reset.
Apply and inspect
Set the report-specific fields, press Apply filters and wait for the update. Read the active-filter indicator, the total and the table before changing the grouping. If an update fails, do not interpret the previously displayed values as a new result.
Return to the records
Choose Detail to inspect individual rows under the same filters. Sorting a column or changing the page changes the table presentation. CSV describes the successfully applied selection; wait for loading to finish before exporting.
Use help, legends and your saved layout
Click the i beside an indicator, period or chart to read its definition and denominator. Hover over a chart point to see its value. In charts with several series, click a legend item to hide or restore that series; this changes the drawing, not the filtered records. Read units carefully: counts, positions and seconds are different measures even when shown in the same chart.
Drag a KPI card to reorder the indicators. Drag a chart row by its heading to move that row as a unit. Column visibility and layout are saved in your account preferences. Reset layout restores the order of that report without resetting its column visibility. These display choices do not modify PBX data.
Read exits, waits and positions
These indicators describe queue exits without answer under the active filters. An exit can be followed by service in another queue.
| Indicator or control | How to read and use it |
|---|---|
| Total missed | Number of unanswered queue exits; not failed ringing attempts by agents. |
| Average and maximum wait | Average queue time before exit and the longest such wait. Read the distribution as well as these summaries. |
| Entry and exit position | Average positions at the two stages. They describe progress in the queue, not an agent identity. |
| Total wait | Sum of the time spent waiting by selected missed episodes. It is not conversation time. |
Choose a grouping and compare the causes
Available views are Detail, Queue, Hour, Day of month, Day of week, Month, Year, Country, Area and City. There is no Agent grouping in this report: the queue exit does not identify the agent who should have answered. Use Ring no answer for individual agent attempts. Calendar groupings combine the same hour/day/month number across the selected period; narrow dates to avoid mixing cycles.
Detail shows distribution by queue and hourly counts. A grouped view switches the main charts to that dimension, combining volume, previous-period volume, average wait and average entry/exit position; maximum wait is available in the legend. Inspect waiting buckets, exit-position buckets, the cause list and the day/hour heatmap to decide which records to examine next. The main category chart may show only leading groups; use the table for the full grouped result.
Missed under 5 seconds isolates short waits; it does not prove an agent refused the call. For geographic analysis, combine Country/Area/City with queue and dates, then switch the map between heat and clusters. Prefix geography does not locate a person. Open Detail and Routing before assigning a cause to a specific episode.
Example: a Monday peak
Filter Monday morning for the affected queue and compare volumes, waits and exit events. Check repeat numbers in Contacts & Journeys and expand representative calls in Routing. This separates repeated attempts from distinct contacts and reveals recorded transitions. After an operational change, compare an equivalent period and document the filters used with the export.
Use the controls, understand what changes
Drag an individual KPI card to reorder indicators. Drag a chart heading to move its whole row: adjacent charts in that row stay together. The order is saved to your account for this report, without changing filters or calculations.
The column selector belongs to the current grouping. Choose Detail or another grouping before hiding columns. Reset layout restores this report’s panel order but keeps column visibility; it is not a reset of the search filters.
The geographic map follows these draggable rows and stays outside their reorder area. Use its Heatmap/Cluster and fullscreen controls to inspect geography; dragging a chart heading does not move the map into another row.
Try dragging from the dotted icon beside each name, or use Move earlier / Move later. This example only changes the cards below.
- Missed calls
- Average wait
- Maximum wait
- Distribution and volume
- Wait, exit position and causes
- Day × hour heatmap
The product’s information button opens on hover or focus. A click keeps the help visible; click again, click outside or press Escape to close it. The examples below reproduce selected product help text; they are teaching controls, not screenshots.
Average queue position on entry or exit, as indicated, for the selected missed calls.
Complete product screenshots
Illustrative data. Open the screenshot to enlarge it and match the controls to the instructions in this chapter.
Open complete screenshot
Read the workspace section by section
Match the numbers and panels below to the complete workspace. These screenshots use illustrative data; the procedures above explain how to work with your own installation.
Missed calls and waiting time
Read total missed calls, average and maximum wait, entry and exit positions, and total waiting time together. Trends help you compare the selected period with the previous one.
Queues and hours with the most missed calls
Compare the share of missed calls by queue and their hourly distribution. The previous-period series helps you distinguish recurring peaks from a change in demand.
Waiting, exit position and recorded reasons
Read waiting-time bands alongside the position at which customers leave and the recorded exit events: abandonment, maximum wait, key press or an empty queue. Together they help you choose where to investigate.
Missed calls by day and hour
The heatmap brings weekday and hour together. Stronger cells highlight the time slots with more missed calls, giving you a concrete starting point for reviewing coverage.
Geographic distribution of missed calls
Explore the areas associated with telephone prefixes using heatmap or cluster views. Compare this geographic context with the selected queues and period.
From a pattern to the individual call
Inspect date, queue, event, telephone number, entry and exit positions and waiting time. Choose detail or grouped views, select columns, then print or export the filtered results.
Call details
Read individual missed queue calls with the exit event, waiting time and queue positions.
By day of month
Compare missed call volumes, waiting time and queue positions by day number within the month.
By day of week
Compare missed call volumes, waiting time and queue positions by day of the week.
By month
Compare missed call volumes, waiting time and queue positions by month.
By year
Compare missed call volumes, waiting time and queue positions by year.
By country
Compare missed call volumes, waiting time and queue positions by the country associated with the calling number.
By area
Compare missed call volumes, waiting time and queue positions by the area associated with the calling number.
By city
Compare missed call volumes, waiting time and queue positions by the city associated with the calling number.