Extension Missed Calls

Report Purpose

To identify unanswered calls directed to specific extensions, enabling teams to proactively manage customer callbacks.

Required Input (Report Subject)

• You must select a user/extension or an extension range as the subject of the report.
• Use the Extension or Extension Range field to specify the subject of the report.
• Selecting an extension or extension filter will include all numbers linked to the chosen extension or all extensions in the selected filter.
• Minimum Ring Time - The minimum ring time required for a call to appear on the report. For example, setting this to "5 seconds" will exclude calls with shorter ring times.
  
• Include Voicemail Calls - Include calls to Voicemail as Missed Calls.
  
• Show only calls not returned - Enable this checkbox to remove any customer calls that have already been returned from the reporting output.

Optional Input (Available Filters)

• Trunk Filter - Restrict the report to calls made via specific trunks.
• Restrict Times - Only include calls made or received within a specified time range.

Output Data

Data for this report is output in the form of a table comprising of;

• Date/Time - Date and time of the associated call.
  
• Ring Time- Length of time the call ranges before the caller disconnected.
  
• Caller Number - Caller ID of the incoming party.
  
• Extension Called - Extension the caller was waiting on before disconnection.
  
• Called Back? - Did the caller call back at a later time and speak to a representative during the reporting window?
  
• Call Returned? - Has a representative made a return call to the caller during the reporting window?
  
• Last Spoke To - The name and number of the last representative to speak to the caller in the event of a call that was “Called Back” and/or had their “Call Returned”.

Note: Calls with unavailable caller ID (e.g., private numbers) will not be displayed in the report.