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.
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
Who can use this
This feature is currently available through an Early Adopter Program.
If your team wants early access to the Reclassification of Abandoned vs. Missed Calls, reach out to your Customer Success Manager for more details.
New call definitions
Users in the Early Adopter Program 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 these changes
In the Call count breakdown, you’ll see Abandoned Rang & Abandoned Queued appear as sub-labels under Unanswered > Abandoned.
Answer Hold Hangup will be 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
Is there a cost to join this Early Adopter Program?
No, there is no cost to join an Early Adopter Program. Please contact your Customer Success Manager if you’d like to sign up.
How can I share my feedback?
A huge part of the Early Adopter process is getting your feedback on what’s working and what needs more attention before we publicly launch the feature.
To provide feedback, please reach out to our Customer Care team, or your Customer Success Manager.
Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).