Missed Calls

Calls that rang at least one agent and were not answered or were rejected.

Callers that hang up during the "Available Agents Greeting". As a rule of thumb, once a customer has connected with at least one agent, the call can no longer be considered Abandoned.
These calls impact Service Level Calculation.

Notes:

• If the call goes to the queue and is answered by another agent it will not count as a missed call.

• If calls are routed to voicemail directly (for example, outside of business hours) calls that hang up during the voicemail greeting, but prior to the voicemail prompt, or beep, will be considered missed.

• A call hits the Maximum Time Out and is disconnected by the system the call is still going to be tagged as missed