Unanswered rings: investigate individual attempts
This report counts ringing attempts toward agents. One incoming call can generate several attempts and can still be answered later. Keep this unit of analysis separate from incoming-call volume and missed-call totals.
Select attempts to examine
Open Filters & Search, choose the period, queues and agents, and refine hours or event types where needed. Apply the criteria and check the active-filter indication. Use the quick periods for recurring reviews and the short-ring option to investigate unusually brief attempts. Remove special filters before making whole-period comparisons.
Compare people and time bands
Choose Agent or Queue to locate concentrations, then Hour, Day of month, Day of week, Month or Year to inspect timing. Compare both number of attempts and ringing duration. Open the detailed table to check the records underlying an aggregate and preserve the same date and queue selection when switching views.
Distinguish the event from the call outcome
The date follows each RINGNOANSWER or RINGCANCELED event, when that attempt ends without answer. Attempts belonging to one call may fall in different periods. RINGCANCELED indicates cancellation while ringing and should not automatically be attributed to agent inaction. Use Routing to discover whether another attempt later connected.
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.
Count attempts and their duration
Keep the unit of analysis visible: one ringing attempt. Several attempts can belong to one call and can overlap when the PBX rings several agents.
| Indicator or control | How to read and use it |
|---|---|
| Total attempts | Selected RINGNOANSWER and RINGCANCELED events; do not read this as distinct lost calls. |
| Average ring | Average duration of the selected unanswered attempts. |
| Maximum ring | Longest selected attempt; check the underlying row before interpreting the extreme. |
| Total ring | Sum of attempt durations, not elapsed customer waiting time for distinct calls. |
Find when and where attempts accumulate
Select Agent or Queue to compare resources, then Hour, Day of month, Day of week, Month or Year for timing. Detail keeps individual events and shows queue distribution and counts by hour. Grouped charts compare attempt counts and average ring duration; maximum ring can be enabled in the legend. The time grouping combines identical calendar components across the selected dates.
Use the ring-duration buckets, top-agent list, event-cause list and day/hour heatmap together. The short-attempt filter selects ring durations below 5 seconds. It is useful for finding cancellations or very short offers, but the event and routing sequence determine their interpretation. The report has no geographic grouping or map. To validate an apparent anomaly, return to Detail and follow the same call ID in Routing.
Example: an extension with many attempts
Filter the extension and queue, compare its time bands and inspect several complete paths in Routing. Check availability and registration in Monitor and Status, and discuss the actual shift with the team. Queue strategy or caller cancellation may contribute. Verify the same measures after an agreed change instead of equating every attempt with a lost customer.
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.
Try dragging from the dotted icon beside each name, or use Move earlier / Move later. This example only changes the cards below.
- Unanswered ring attempts
- Average ring time
- Maximum ring time
- Distribution and volume
- Ring duration, agents and events
- 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.
Duration of no-answer ring attempts: average, maximum or sum as indicated. One call can produce several attempts. The period follows the date and time of each unanswered ring event.
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.
Unanswered attempts and ringing time
Compare the number of unanswered attempts with average, maximum and total ringing time. A single incoming call can generate several attempts towards agents.
Queue distribution and hourly trends
Compare the queues involved and read the hourly chart alongside the previous-period series. Use grouping and filters to focus on the agents, queues or time slots you want to examine.
Ringing bands, agents and events
Read the ringing-time distribution, the five agents with the most unanswered attempts and the recorded events together. Distinguish cancelled ringing from ring-no-answer events to understand the pattern.
When unanswered attempts concentrate
Cross weekday and hour to locate recurring concentrations of unanswered attempts. Compare those slots with agent availability and queue organisation.
Every unanswered attempt in detail
Read date, queue, agent, event and ringing duration for each attempt. Group the results to compare agents or periods, then use the column selector, print view or CSV export.
Call details
Read each unanswered ringing attempt with the queue, agent, event and ringing duration.
By queue
Compare unanswered ringing attempts and ringing times by queue.
By day of month
Compare unanswered ringing attempts and ringing times by day number within the month.
By day of week
Compare unanswered ringing attempts and ringing times by day of the week.
By month
Compare unanswered ringing attempts and ringing times by month.
By year
Compare unanswered ringing attempts and ringing times by year.