Missed call analytics

Unanswered calls: in the Call Log you can see the status history of the Agent the call was distributed to. It might help to determine why the Agent missed the call.

1. Find the missed call in the Call Log and click Unanswered in the Status column:

Open status history

2. On the chart you will see incoming call duration and Agent's status history.

Example 1: Incoming call comes when an Agent had an active call:

Agent was on call

Example 2: Agent is Online, incoming call missed.

Agent was Online

Configure time interval of status history. Go Settings - Company page in your Team Dashboard and set the parameter in seconds in the field Time interval for agent's status timeline chart:

Time interval setup