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.

      

      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.

   

   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.

   

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.

   

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

   

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

   

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.
   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:

   

   • 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.

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.

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.

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.