# Unreturned Missed Call Report

The Unreturned Missed Call Report gathers every missed inbound call in one place and shows whether each caller was contacted again afterward. Use it to spot the calls your team still owes a callback and to review the follow-up that has already happened.

## Open the report

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and go to **Reports and Recordings > Call Reports**.
2. Open the report list:
   1. Select the **Default Reports** tab.

      ![Call Reports page with the Default Reports tab selected](/images/pbx/access-new-call-report.png)

      :::note
      Call report data is split across two tabs because the CDR (Call Detail Record, the log the system keeps for every call) module was rebuilt in software version 84.21.0.117 to give clearer, more detailed reports. The **Default Reports** tab holds new records created on version 84.21.0.117 or later, while the **Call Reports (Legacy)** tab keeps historical records from before that change. Older records are removed over time based on your **CDR Auto Cleanup** setting, so legacy data stays available only until cleanup reaches it. The steps below cover current data on the **Default Reports** tab; switch to **Call Reports (Legacy)** if you need to look further back.
      :::
   2. In the **Call Center Reports** pane, click **Unreturned Missed Call Report**.
3. Set the filters that define which calls appear.

   ![Filter fields above an Unreturned Missed Call Report](/images/pbx/select-unreturned-missed-call-report.png)

   1. Use the **Time** field to choose the date range the report covers.
   2. Narrow the results with any of the following filters.

      | Filter | Description |
      | --- | --- |
      | Call From | The caller's number or name. |
      | Call To | The callee's number or name. |
      | Call Destination | The kind of destination that the inbound call was routed to. |
      | Missed Call Type | The reason the call was missed. |
      | Callback Status | Whether the missed call has been returned. |
      | Exclude Calls Abandoned within Xs | A ring-duration threshold for dropping very short calls. Any call abandoned within this window is left out of the report. |

      :::tip
      The report exists mainly to surface calls your team still owes a callback. To list only those, set **Callback Status** to **Unreturned**. Leave it unset to review returned and unreturned calls side by side.
      :::

      :::caution
      **Exclude Calls Abandoned within Xs** silently removes calls: any call the caller hung up on within the number of seconds you enter is left out of the report entirely. Set it high enough to hide brief accidental calls, but remember that anything below the threshold will not appear, even if it was a genuine missed call worth returning.
      :::

   The matching results appear below the filters.

   ![Unreturned Missed Call Report showing matching call rows](/images/pbx/unreturned-missed-call-report-displayed.png)
4. Optional: Rearrange the columns so the metrics you care about stay in view.

   | Action | How |
   | --- | --- |
   | Choose which columns show | Click the column icon and select the columns you want displayed. |
   | Freeze a column | Click the drag handle next to a field, then drop it onto **Left (Freeze Column)** or **Right (Freeze Column)** so it stays pinned as you scroll. |
   | Reorder columns | Click the drag handle next to a field and move it to a new position. |

   ![Column selection panel for the report](/images/pbx/filter-report.png)

   Dragging a field's handle onto **Left (Freeze Column)** or **Right (Freeze Column)** pins it in place:

   ![Freezing a column to the left or right of the report](/images/pbx/report-freeze-column.png)

   Dragging a field's handle to a new spot changes the column order:

   ![Changing the order of a report column](/images/pbx/report-change-field-order.png)
5. Optional: Keep the report for later or have it emailed on a schedule.

   | Action | How |
   | --- | --- |
   | Save to **My Reports** | Store the report for quick reuse: at the bottom of the page, click **Add to My Reports**, give it a name, adjust the filters or metrics if needed, then click **Save**. |
   | Add to **Scheduled Reports** | Have the report sent by email automatically: at the bottom of the page, click **Add to Scheduled Reports**, then finish the delivery settings as described in [Schedule call reports](/pbx/administrator-guide/schedule-call-reports/). |
   | Download | Export the report to your computer for offline review. |

   :::tip
   If you review this report regularly, save it to **My Reports** so the same filters are one click away, or add it to **Scheduled Reports** so it lands in an inbox automatically. That way nobody has to remember to run it by hand.
   :::

   When downloading, you can open the download settings first (the settings icon) to control the output, then click **Download**:

   ![Download settings panel with detail options](/images/pbx/report-download-setting-with-detail.png)

   - **File Format**: `CSV`, `XLS`, `HTML`, or `PDF`.
   - **Duration Format**: show duration fields either **Display in Second (s)** or **Display as HH:MM:SS**.
   - **Export Fields**: export **All** fields or only the **Selected** ones.
   - **Include Details**: export just the list, or include the detailed records behind each row. If you include details, choose how they are laid out: **Download data as multiple files/sheets**, or **Details are displayed as indented, offset rows within the same list**.

## Report metrics

Each row in the report is one missed call. Expanding a row reveals two detail views: the segment details of the original call and the callback details of any return calls. The tables below describe every column.

### Unreturned missed call summary

Each row summarizes one missed call and its callback status.

![Summary columns of the Unreturned Missed Call Report](/images/pbx/metrics-for-unreturned-missed-call.png)

| Metric | Description |
| --- | --- |
| ID | A unique identifier for the call. |
| Time | When the call came in. |
| Call From | The caller's number or name. |
| Call To | The callee's number or name. |
| Ring Duration | The time between the call starting and being answered. |
| Call Destination | The type of destination the inbound call was routed to: **Extensions**, **Ring Group**, or **Queue**. |
| Missed Call Type | Why the call was missed: **No Answered**, **Abandoned**, or **Busy**. |
| Callback Status | **Returned** or **Unreturned**. |
| Last Callback Time | The most recent time a callback was placed. |

### Call segment details

Expand a row to see each leg of the original missed call.

![Segment detail columns for a missed call](/images/pbx/metrics-for-unreturned-missed-call-segment-details.png)

| Metric | Description |
| --- | --- |
| ID | A unique identifier for the call. |
| Time | When the call came in. |
| Call From | The caller's number or name. |
| Call To | The callee's number or name. |
| Call Duration | The time between the call starting and ending. |
| Ring Duration | The time between the call starting and being answered. |
| Talk Duration | The time between the call being answered and ending. |
| Status | Whether the call was answered. |
| Communication Type | The type of call. |

### Callback details

Expand a row to review the callbacks made to the missed caller.

![Callback detail columns for a missed call](/images/pbx/metrics-for-unreturned-missed-call-callback-details.png)

| Metric | Description |
| --- | --- |
| ID | A unique identifier for the call. |
| Time | When the call came in. |
| Call From | The caller's number or name. |
| Call To | The callee's number or name. |
| Call Duration | The time between the call starting and ending. |
| Ring Duration | How long the callee's phone rang before the call was answered or disconnected. |
| Talk Duration | The time between the call being answered and ending. |
| Status | The call status. |
| Communication Type | The type of call. |