Company Summary Shows More Missed Calls Than Abandoned Calls

Question 

Why does the Company Summary show more Missed Calls than Abandoned Calls?

Applies To

• Analytics for 8x8 Work 
• Company Summary 

Answer

Example

Company Summary as seen in Analytics for 8x8 Work.

As per the above image, Total Missed calls shows 376, Abandoned calls 308, and Voicemail 68.

Total Missed: Total number of inbound calls that were not answered by the extension (Calls that reached voicemail, plus calls that were abandoned), Plus the total number of outbound calls abandoned by the extension user.

Total Abandoned: Cumulative total calls abandoned by callers before being answered by the extension user or before reaching voicemail (missed calls, minus calls that reached voicemail), plus the total number of outbound calls abandoned by the user of the extension before being answered by the destination party.

• The number of Total Missed calls is more because it includes both the abandoned calls and the calls that reach voicemail.
• The number of Abandoned calls is only counting missed calls that ended before connecting to voicemail.
• The number of Voicemail calls is only counting missed calls that ended after connecting to voicemail.
• 308 Abandoned calls + 68 Voicemail calls matches the number of Total Missed calls = 376.

The total metrics are not calculated by simply aggregating all calls that have been abandoned or directed to voicemail. Rather, the system counts the individual call legs (or segments of the call) with the respective status.

So for Total Missed, it should represent the total call legs with the status 'missed'. The same methodology applies to 'abandoned' and 'voicemail'.

For instance, if a call has the 'missed' status only, without being 'abandoned' or directed to 'voicemail', it will only be counted towards the Total Missed figure, and not added to Total Abandoned too.