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What is the difference between a missed call and an abandoned call?


A missed call is a call that:

  • Rang at least one agent and was either not answered or was rejected. Please note: if the call goes to the queue and is answered by another agent it will not count as a missed call.
  • Was routed to voicemail directly (for example, outside of business hours) but the caller hung up during the voicemail greeting (prior to the voicemail prompt or beep).
  • Was hung up by the caller during the Available Agents Greeting.
  • Was handled by an agent, then transferred and no agent answered the call transfer. For example, a call is blind transferred by one agent to a ring group, goes into the waiting queue because all agents are busy, stays in the waiting queue and no agent answers the call.


An abandoned call is a call that:

  • Did not reach the agents because the caller hung up while in the waiting queue or in the IVR. Learn more about abandoned calls.
  • Was routed to voicemail from the waiting queue without being presented to an agent (via voicemail IVR option), and the caller hung up before leaving voicemail.
  • Was hung up within the Welcome Greeting or the IVR, outside of business hours, and with After Hours IVR enabled for the account.

Note: As a rule of thumb, once a customer has connected with at least one agent, the call can no longer be considered Abandoned.

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  • Avatar
    Deb Chang

    hey benjamin - got a few questions for you, based on what you wrote:

    1. Rang at least one agent and were not answered or have been rejected - we reject calls all the time if we aren't ready to take it just yet. does that count as a missed call if the call was rejected from agent 1 but connected with agent 2 (once the call was rerouted to another available agent)?

    2. Missed calls also include calls that make it to the call center but were not picked before the first ring (for example because no agents were available). - why would there be a first ring if there were no agents available? i thought calls waited in queue until there was an available agent to ring...

  • Avatar
    Gonçalo Tavanez

    Hi Deb,

    Please check this article, it adresses both of your questions.

  • Avatar
    Deibys Paredes

    Hi Guys!!..

    I'm newbie in this world, and I'm trying to catch the missed calls or abandoned calls. My question is, It is possible to know the original number on the CSQ?

    I apologize for my English.


  • Avatar
    Sara Costa

    Hi Deibys,

    You can access this information by exporting a detailed call report. In the future, for a more prompt response, you can also contact our fantastic support team:

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