Agent Missed Call Activity Report

The Agent Missed Call Activity report gives you a fast read on the calls that individual queue agents did not answer. For each missed call it shows who was calling, how long they waited, which queue handled the call, and whether a teammate ultimately answered. This page covers how to open the report and what each metric tells you.

Note

This is a call center report. A queue is a virtual waiting line that spreads incoming calls across a group of agents (the extensions assigned to answer them). A row appears here when a call rang an agent through a queue but that agent did not pick up.

Open the report

1. Sign in to the PBX (Private Branch Exchange) web portal and go to Reports and Recordings > Call Reports.

2. Select the Default Reports tab.

   

   Note

   To improve system performance, Cloud Voice rebuilt the CDR (Call Detail Record) module in version 84.21.0.117 around a new data structure that produces clearer displays and richer call detail. Older CDRs and the report data tied to them are cleared over time based on your CDR Auto Cleanup setting. Until that happens, new and older data live in separate places: the Default Reports tab holds data generated on version 84.21.0.117 or later, while the Call Reports (Legacy) tab holds data from before the upgrade. The steps here describe the new report data. To view historical data instead, open the Call Reports (Legacy) tab.

3. In the Call Center Reports pane, click Agent Missed Call Activity.

4. Set the filters that determine which data appears.

   

   a. Use the Time field to set the date range the report covers.

   b. Narrow the results by queue or by agent.

   The report updates to match your filters.

   

Adjust the columns

Reshape the layout so the metrics you track most sit front and center.

Action	How to do it
Choose which columns show	Click the column selector icon and select the columns you want to display.
Freeze a column	Click the drag handle beside a field, then drag it into Left (Freeze Column) or Right (Freeze Column) so it stays in view while you scroll.
Reorder columns	Click the drag handle beside a field and drag it to the position you want.

Save, schedule, or download

Action	How to do it
Add to My Reports	Save the current view for quick reuse. At the bottom of the page, click Add to My Reports, give the report a name you’ll recognize, tweak the filters or metrics if needed, then click Save.
Add to Scheduled Reports	Have the report emailed automatically on a recurring basis. At the bottom of the page, click Add to Scheduled Reports, then complete the scheduled task settings.
Download	Export the report to your computer for offline review and analysis. Optionally click the settings icon to adjust the download options below, then click Download.

Tip

If you review missed calls on a regular basis, use Add to Scheduled Reports rather than running the report by hand each time. Cloud Voice then emails it on the schedule you set, so the numbers reach your inbox without anyone remembering to pull them.

When you customize the download, you can set:

• File Format: the format of the exported file: CSV, XLS, PDF, or HTML.
• Duration Format: how every duration field is shown: Display in Second (s) or Display as HH:MM:SS.
• Export Fields: which fields to include: All or Selected.

Caution

Report data does not stay available forever. The CDR Auto Cleanup setting removes older call records over time, and once they are gone the matching report rows disappear with them. If you need to keep a record beyond that window, download the report or schedule it for email delivery before the underlying calls are cleaned up.

Report metrics

Metric	Description
Time	The date and time the caller reached the queue.
Wait Time	How long the caller waited before the call was answered or timed out.
Call From	The caller ID of the person calling in.
Polling Attempts	How many times the system attempted to ring the agent.
Queue	The queue that received the call.
Queue Status	Whether another agent in the queue eventually answered the call: Answered or No Answered.
Count	Marks the entry as a single missed call; this value is always 1.