Dialpad Analytics is introducing clearer Abandoned and Missed call definitions, granular call-segment metrics, updated historical analytics, new breakdown labels, leaderboard fields, and export data.
Dialpad Analytics now makes it easier to understand why calls are abandoned or missed.
With clearer call definitions and more detailed reporting, you can see whether a caller hung up while waiting in a queue, while an agent's phone was ringing, or after being placed on hold.
These updates help you better understand call activity and identify opportunities to improve your customer experience.
Let’s dive into the details.
Who can use this
You must be a Company Admin or Supervisor on Dialpad Support or Dialpad Sell to manage Abandoned and Missed queues.
Abandoned queue applies to Contact Centers and Departments
Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
Call definitions
Let's take a look at how calls are categorized.
Term |
Definition |
|---|---|
Abandoned |
The caller hangs up or disconnects before the call is answered. |
Abandoned rang |
The caller hangs up while an agent's or operator's phone is ringing. |
Abandoned queued |
The caller hangs up while waiting in a queue, before an agent's phone rings. |
Answer hold hangup |
The caller hangs up after answering, and the call is placed on hold. This is counted as an Answered call. |
Missed call |
The call rings unanswered, the agent rejects it, or it goes to voicemail or is transferred while ringing. |
You'll also find these terms in the Call count breakdown, Leaderboard, and analytics exports, making it easier to track and understand call activity.
Note
Short abandoned calls are calls where the caller hangs up within your Contact Center's configured threshold (0–60 seconds, with 60 seconds as the default). This is measured from the start of the call and applies during open hours.
Calls abandoned while an agent's phone is ringing can now count as both Abandoned rang and Short abandoned. Abandoned rang shows when the caller hung up, while Short abandoned shows how quickly they hung up.
View Abandoned and Missed Calls
Call count breakdown
The Call count breakdown includes two categories under Unanswered > Abandoned:
- Abandoned rang: Calls where the caller hangs up while an agent's phone is ringing.
- Abandoned queued: Calls where the caller hangs up while waiting in a queue.
To view the Call count breakdown, go to the Dialpad Admin Portal
- Select Analytics > All Calls
- Select your preferred filters
- User / Group
- Date Range
- Go to Call count breakdown
Note
Answer hold hangup is tracked at the agent level, so you'll find it in the Leaderboard and analytics exports rather than the Call count breakdown.
Leaderboard
The agent Leaderboard includes two columns to help you better understand call activity.
| Column | What it shows |
| Abandoned: Rang | Calls where the caller hangs up while the agent's phone is ringing |
| Answered: Hold Hangup | Calls where the agent answers, places the caller on hold, and the caller hangs up. |
| Abandoned: Total | Total abandoned calls. |
| Answered: Total | Total answered calls. |
Export analytics
You'll also see the abandoned call categories when exporting your call logs.
In the categories column, look for these values:
| Category value | What it means |
| abandoned_rang | The caller hung up while an agent's phone was ringing. |
| abandoned_queued | The caller hung up while waiting in a queue. |
| answered_hold_hangup | The caller hung up after the call was answered and placed on hold. |
Abandoned rang and Abandoned queued appear alongside abandoned in the categories column.
Tip
For more information, visit Export Your Analytics Data article.
Examples of how calls are categorized
Here are a few examples to help you understand how the new categories work.
| Call examples | How it’s counted |
| A caller hangs up while waiting in a queue, before an agent's phone rings. | Abandoned > Abandoned queued |
| A caller hangs up while an agent's phone is ringing. | Abandoned > Abandoned rang |
| An agent's phone keeps ringing, but no one answers. | Missed |
| An agent declines an incoming call. | Missed |
| A call goes to voicemail or is transferred while ringing. | Missed |
| An agent answers the call and puts the caller on hold, but the caller hangs up. | Answered > Answer hold hangup |
Frequently asked questions
Why is my abandoned call count higher now?
This is expected! Calls where the caller hangs up while an agent's phone is ringing were previously counted as Missed.
These calls are now counted as Abandoned, so you might see more abandoned calls and fewer missed calls. Your total number of unanswered calls stays the same.
How can I compare my previous Missed call numbers?
Simply add your Abandoned rang calls to your current Missed calls to see how many would have been counted as Missed before the update.
Old Missed = New Missed + Abandoned rang.
You might also notice more Short abandoned calls, since calls abandoned while an agent's phone is ringing can now be included.
Does this change my past analytics data?
No. The new categories only apply to calls made after the update was enabled for your company.
Your previous call data stays the same, so you might notice a difference in your analytics trends after the update.
What's the difference between Abandoned rang and Short abandoned?
Abandoned rang tells you the caller hung up while an agent's phone was ringing, while Short abandoned means the caller hung up within your Contact Center's configured time threshold.
A call can count as both.
Does this affect Service Level?
The Service Level formula hasn't changed. However, calls in which the caller hangs up while an agent's phone is ringing can now be counted as Short abandoned.
Since Short abandoned calls are excluded from Service Level calculations, this may affect your Service Level results.
Can I filter Conversation History by Abandoned rang or Abandoned queued?
Yes! You can filter your Conversation History to view these calls.
- Open Conversation History.
- Select the Call category filter.
- Go to Inbound > Unanswered > Abandoned.
- Select Abandoned rang or Abandoned queued.
You can also select Abandoned to see both categories.
Selecting these categories from All Conversations opens Conversation History with the matching filter already applied.
Do I need to enable these new categories?
No setup needed! The new call categories are automatically available to all eligible accounts.