An abandoned call and a missed call are similar but distinguishable outcomes recorded for an inbound call. Every missed call is considered abandoned, but not every abandoned call is considered missed.

Abandoned Calls

An abandoned call is any inbound call that does not end in a Talking, Callback Scheduled, or Voicemail event — see Cradle to Grave Terminology for definitions of each event.

For example, a call ending when the caller hangs up after remaining in a skill queue for over two minutes is recorded as an abandoned call, regardless of the reason the caller disconnected.

The interaction below shows how that call would appear in Cradle to Grave.

Missed Calls

A missed call is a call where an agent or skill had one or more Ringing or Queue events, but no Talking event — meaning the call was never answered.