In Premier Edition Cloud, a count of unique calls that were not answered by at least one agent. The following conditions apply:
- if the agent rejects the call then it is counted as a missed call.
- if the same call is missed twice, it's still counted as one missed call.
- if a caller hangs up while an agent's phone is ringing then it's not counted as a missed call.
- a Redirected on No Answer (RONA) call is counted the same as a missed call.
- if a call is missed by the first agent and then answered by a second agent, then the call is counted as both an answered call as well as a missed call.
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This page was last modified on October 14, 2016, at 05:11.