---
title: "Reclassification of Abandoned and Missed Calls"
slug: "reclassification-of-abandoned-and-missed-calls"
updated: 2026-02-10T18:05:39Z
published: 2026-02-10T18:05:39Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reclassification of Abandoned and Missed Calls

We’re updating 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.

> [!CAUTION]
> Who can use this
> 
> This feature is currently in an Early Adopter Program and is not yet available to all users.

## What’s changing

- 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 | Any call that is hung up or disconnected by the callee before the ringout. |
| Abandoned rang | Caller hung up during the ringing segment (agent level). |
| Abandoned queued | The caller hung up while waiting in the queue (Contact Center and Department level). |
| Answer hold hangup | The caller hung up after the call was answered, but was 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.** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/call-count-breakdown(4).png)

Answer Hold Hangup is now nested as a sub-label under Answered. Leaderboard analytics will include a new column for Abandoned Rang.

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/abandon-rang-leaderboard.png)

You’ll also see these fields when exporting your analytics data.

## Frequently asked questions

### How can I try out these new data points?

The new analytics definitions are in an Early Adopter Program. If you’d like to try these new analytics, please contact your Customer Success Manager.

### 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.

## Related

- [Export Your Analytics Data](/export-your-analytics-data.md)
- [Analytics: Charting Data](/analytics-charting-data.md)
- [Early Adopter Programs](/early-adopter-programs.md)