Unanswered Calls

Overview

Displays for a requested period the number of unanswered calls for the requested queues.

Provides a tool to allow an analysis as to why calls are going unanswered.

Allows the report to be filtered to those calls within a selected date range.

Allows the report to be filtered to report on 1 or more queues. Click the check box next the heading lable 'Queue' to select all queues to report on.

Field

Description

Number of unanswered calls

Total number of unanswered calls.

Wait time before disconnection

Average: Average time (in seconds) the caller spent holding the line before getting disconnected.

Minimum - Minimum time (in seconds) the caller spent holding the line before getting disconnected.

Maximum - Maximum time (in seconds) the caller spent holding the line before getting disconnected.

Total: Total time (in hours) the caller spent holding the line before getting disconnected.

Field	Description
Cause	The cause type of unanswered calls within the given time interval.
No. of calls	The number of unanswered calls within the given time interval that was disconnected due to the particular cause type.
%	The percentage of unanswered calls within the given time interval that was disconnected due to the particular cause type.

Field	Description
Hangup	The range of unanswered call length.
No. of calls	The number of unanswered calls within the given time interval with call length in the particular length range.
%	The percentage of unanswered calls within the given time interval with call length in the particular length range.

Field	Description
Queue	The particular queue considered in the row.
No. of calls	The number of unanswered calls within the given time interval for the particular queue.
%	The percentage of unanswered calls within the given time interval for the particular queue.

Refer to the Field Glossary for more detailed explaination of each field and how it is derived.