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Glossary:Missed Calls

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.


For More Information

  • Skills
    In the Premier Edition Cloud Current2 VCC Dashboard Help
  • Thresholds
    In the Premier Edition Cloud Current VCC Dashboard Help
  • Thresholds
    In the Premier Edition Cloud Current2 VCC Dashboard Help
  • Skills
    In the Premier Edition Cloud Current VCC Dashboard Help


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This page was last modified on October 14, 2016, at 06:11.