Abandoned Calls vs. Missed Calls

This article explains the difference between an abandoned call and a missed call. Though they are similar, they are distinguishable.

Abandoned Calls

An abandoned call is defined as any inbound call that does not end in a talking event.

For instance, the call below ended when the caller decided to hang up after staying in the Queue for two minutes and twenty-two seconds. This could have happened because the caller changed his mind, or perhaps they felt they waited too long. In any case, this will count as an abandoned call.

The image below shows what this call would look like in an abandoned calls report.

Missed Calls

A missed call is a call where an agent or skill was involved in one or more ringing or queue event, but not a talking event, meaning they never answered the call. The call below is an example of a missed call.

Please note that although Danielle Berry may be part of a skill (sales, for instance), this call was directed to her extension specifically. We know this because it does not list the sales skill in the group column. This means that on an agent report, this call will appear as missed for Danielle. But if we were to run a skill report for the sales skill, this call would not be included.

Another important note to remember is that inbound calls are not necessarily equal to answered calls plus missed calls. This is because there are some calls that are never presented to an agent or skill , and in Xima CCaaS, a call must be presented to an agent or skill before it can be missed by that agent or skill. For example, the call below is neither answered nor missed, but it is an inbound call.