Specifically taking a look at your missed call data, you will see that there are several different classifiers depending on the type of missed call listed in the CSV file or within the Phone application itself. As a reminder, missed calls are calculated from inbound calls only.
Through Stats, you will see a pie chart displaying missed calls for the date range specified in the filters:
Here is a comprehensive list of missed call reasons:
Outside of business_hours (missed)
% of calls were outside of Business Hours.
A caller tried to call when your phone number was closed because of your set business hours. The business hours are configured via the Dashboard. You can change them by following this guide.
% of calls were hung up by the caller within the first 10 seconds.
A caller called your phone number and hung up within the first 10 seconds. These calls could have been answered by an available agent if the call rang on their Phone application.
% of calls were hung up by the caller during a required listening welcome message.
A caller called your phone number (classic number) and hung up while listening to the welcome message.
You may also see this tag when a caller has abandoned the call during the welcome message of an IVR number.
% of calls were ended by the caller while navigating the IVR number.
A caller called your IVR phone number and did not select an option from the menu. They would have listened to the full IVR message and then hung up.
% of calls went to voicemail or were ended by the caller because no available user picked up the call.
A caller called your phone number and there were available agents to take the call (call pinged to a specific agent). However, they did not answer.
% of calls went to voicemail because no user was available.
A caller called your phone number and there were no available agents to take the call. The agents could have already been engaged in a call, in after-call work, or offline.
⚠️ There will not be a missed_call_reason available on unanswered inbound calls when the caller requests to be called back. They will be tagged as Callback Request by default.
Viewing Missed Call Information from the Phone
From the Aircall Phone, you can click on a call record to view the missed call reason. You can also search & filter by missed calls only.
Open your Phone application
Go to either the To-do or Call History section
Click on a call record to open the call details
The missed call reason will appear at the top under Call information:
Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!