Agent Missed Call Activity Report

The Agent Missed Call Activity report summarizes the queue calls that individual agents did not answer. For each missed call it shows who was calling, which queue rang, how long the caller waited, and whether another agent eventually picked the call up. Use it to spot coverage gaps and follow up on callers who went unanswered. This page explains how to open the report and what each metric means.

Open the report

1. Sign in to the Cloud Voice management portal and go to Reports and Recordings > Call Reports.

2. Open the Default Reports tab.

   

   Note

   Cloud Voice uses an updated call-detail-record (CDR) structure that shows call activity more clearly and with fuller detail. Records recorded before the upgrade are removed over time based on your CDR Auto Cleanup setting. Until that happens, current and older data are kept in two places: the Default Reports tab holds the newer data, and the Call Reports (Legacy) tab holds the historical data. The steps below work with the newer data on the Default Reports tab. To look at earlier activity, open the Call Reports (Legacy) tab instead.

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

4. Set the filters for the report.

   

   1. In the Time field, choose the date range you want the report to cover.
   2. Narrow the results by queue or by agent.

   The report updates to show only the entries that match your filters.

   

Adjust the columns (optional)

Shape the table so the metrics you care about stay in view.

Action	How to do it
Choose which columns appear	Select the column icon and pick the columns to show.
Freeze a column	Select the handle beside a field, then drag it to Left (Freeze Column) or Right (Freeze Column).
Reorder columns	Select the handle beside a field and drag it to the position you want.

Save or schedule the report (optional)

After you have the report set up the way you want, you can keep it on hand or have it emailed on a schedule.

Add it to My Reports for quick access later:

1. At the bottom of the page, select Add to My Reports.
2. Give the report a name you will recognize, and adjust the filters or metrics if needed.
3. Select Save.

Add it to Scheduled Reports to have Cloud Voice email it automatically:

1. At the bottom of the page, select Add to Scheduled Reports.
2. Complete the delivery schedule and recipient settings, then save.

Download it for offline review or deeper analysis:

1. (Optional) Select the settings icon to change how the file is exported, then save your changes:
   • File Format: the format of the downloaded file: CSV, XLS, PDF, or HTML.
   • Duration Format: how every duration field is displayed: Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: which fields are included: All or Selected.
2. Select Download.

Tip

Pick CSV or XLS when you plan to sort or total the data in a spreadsheet, and PDF or HTML when you just need to share or print the report.

Report metrics

Metric	What it shows
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 who called in.
Polling Attempts	The number of times the queue tried to ring the agent.
Queue	The queue that received the call.
Queue Status	Whether another agent in the queue answered the call: Answered or No Answered.
Count	Marks the entry as a missed call; the value is always 1.

Tip

Two things help when you act on this report:

• Queue Status tells you who still needs a call back. Answered means another agent in the queue picked the call up, so the caller was helped. No Answered means nobody took the call, so those callers come first.
• Because every row counts as 1 in the Count column, you can total that column to get the number of missed calls.