On July 23rd, 2025, we updated Dialpad Analytics to provide more precise call segmentation and improve the clarity between Abandoned and Missed calls. This update introduces granular metrics to help you better track call behavior and learn why your customer hung up before reaching an agent.
What changed
Clearer definitions for Abandoned vs. Missed calls
New granular metrics to break down specific call segments
Updated historical analytics for better visibility
New call definitions
Users will experience the following updates to Abandoned and Missed call definitions.
Term | Definition |
|---|---|
Abandoned call | A call that is disconnected by the caller before the ring-out. |
Abandoned rang | Caller hung up during the ringing segment (agent level). |
Abandoned queued | Caller hung up while waiting in the queue (Contact Center and Department level). |
Answer hold hangup | Caller hung up after the call was answered but placed on hold. |
Missed call | A call that rang out without being answered. |
Where you’ll see the changes
In the Call count breakdown, you’ll see Abandoned Rang & Abandoned Queued appear as sub-labels under Unanswered > Abandoned..png)
Answer Hold Hangup is now nested as a sub-label under Answered.
Leaderboard analytics will include a new column for Abandoned Rang.
You’ll also see these fields when exporting your analytics data.
Frequently asked questions
Why is my abandoned call count higher now?
A higher abandoned call count is expected. This change impacts how certain calls are categorized, leading to more calls being registered as "abandoned."
To calculate the original number of missed calls, add all abandoned calls with a duration greater than the threshold to your missed‑call total in the conversation history in the documentation.