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.
Whats 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 | Abandoned sessions, also referred to as abandoned calls, are inbound calls that did not end up ringing any agents. This can occur if the call did not ring and was never connected, the caller was not transferred to other targets, no voicemail was left, no callback was requested, and no message was left. Additionally, abandoned calls include calls where the caller hung up before the ring-out, during the ringing segment, or while waiting in the queue. These calls are disconnected by the caller before reaching an agent or being answered. |
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 | 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..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
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.