Unanswered Report

Unanswered Report

Section 1: Total Unanswered Calls

This panel shows the scope and filters for the current report:

  • Queues: Which queues are being reported (e.g., “All Queues”)

  • Starting/Ending: Selected time range

  • Period: Total report duration (e.g., 1 day)

Section 2: Unanswered Calls Summary

This panel summarizes key metrics related to unanswered calls:

Metric

Meaning

Incomplete calls

Calls that did not complete (user dropped, etc.)

Abandoned calls

Calls dropped before reaching an agent

Timeout calls

Calls that exceeded the max queue wait time

Abandon avg wait before disconnection

Avg. wait time before caller dropped

Abandon queue position at disconnect

Where in the queue the caller was when they dropped

Abandon the queue start position

Where the caller entered the queue

Section 3: Service Level Table (Unanswered)

Breaks down unanswered calls by wait time buckets

Section 4: Disconnection Cause Table

Provides technical reasons why calls were disconnected (e.g., system errors, manual cancel).

Section 5: Unanswered Calls by Queue

Breaks down unanswered calls per queue

Section 6: Unanswered Call Details Table

Full log of unanswered calls (if available):

Column

Description

Date

When the call occurred

Queue

Which queue does the call enter

Number

Caller phone number

Event

Type of disconnection

Start/End Position

Where in the queue the caller dropped

Wait Time

How long did the caller wait


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