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Why Company Summary shows more Missed Calls than Abandoned Calls
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Why Company Summary shows more Missed Calls than Abandoned Calls

 

Question 

Why Company Summary shows more Missed Calls than Abandoned Calls 

Applies To

  • 8x8 Work Analytics 
  • Company Summary 

Example: 

Company Summary as shown in the picture

 Company Summary.jpg

Answer

As per the above picture, Total Missed calls show 376, Abandoned calls 308, and Voicemail 68.

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

Glossary:

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.