Missed Call Summary

Report Column Descriptions

Time Interval
This column displays the selected time interval. This row changes depending on the row (time interval) selected at run time.

Calls Presented
This column displays the total number of calls in which the specified skill was involved in at least one ringing or queue event, meaning the skill had a chance to participate in the call.

Calls Answered
This column displays the total number of inbound calls associated with the given skill that contained at least one talking event. These are calls that were handled by a live agent.

Calls Missed
This column displays the total number of calls where the given skill was involved in a ringing or queue event, but not a talking event, meaning they missed the call.

Callbacks Scheduled
This column displays the total number of calls that selected to schedule a callback during the given time interval

Answered Calls Percent
This column displays the total percent of calls answered, meaning that the calls contained at least one talking event. This is calculated by dividing answered calls by presented calls, and is then displayed as a percent.

Missed Calls Percent
This column displays the total percent of calls missed, where the given skill was involved in a ringing or queue event, but not a talking event, meaning they missed the call.

Calls Missed Within 15 Sec
This column displays the total number of calls that were missed within 15 seconds of the initial ringing event to the group, meaning the call ended within 15 seconds.

Calls Missed Within 30 Sec
This column displays the total number of calls that were missed within 30 seconds of the initial ringing event to the group, meaning the call ended within 30 seconds.

Calls Missed Within 60 Sec
This column displays the total number of calls that were missed within 60 seconds of the initial ringing event to the group, meaning the call ended within 60 seconds.

Calls Missed After 60 Sec
This column displays the total number of calls that were missed within 60 seconds of the initial ringing event to the group, meaning the call ended within 60 seconds.

Avg Missed Wait
This column displays the average duration that a call rang to the selected skill before the caller hung up.

Max Missed Wait
This column displays the maximum (longest) duration that a call rang to the selected skill before the caller hung up.