Why Company Summary shows more Missed Calls than Abandoned Calls
- 8x8 Work Analytics
- Company Summary
Company Summary as shown in the picture
As per the above picture, Total Missed calls show 376, Abandoned calls 308 and Voicemail 68
Missed calls show more because those reached voicemail and Abandoned calls show less as before reaching voicemail calls were answered by another user or caller hanged the up.
308 Abandoned calls + 68 voicemail which matches the number of missed calls = 376
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 answer 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.