VoiceStack categorizes missed calls into different types based on when and why a call was not answered. These classifications provide greater visibility into call handling and help administrators identify whether missed calls are caused by caller behavior, capacity limitations, or unanswered calls.
By understanding these missed call types, you can make informed decisions to improve call routing, staffing, and the overall patient experience.
1. Pre-Queue Drop
A Pre-Queue Drop occurs when the caller disconnects before the call enters the queue. This usually happens while the call is being processed or before it reaches the waiting queue.
Example: A patient hangs up immediately after dialing, before the call is placed in the queue.
2. Capacity Missed
A Capacity Missed call occurs when the call cannot be queued or delivered because the queue or available agents have reached the configured capacity limit.
Example: During a busy period, all agents are occupied, and the queue has reached its maximum capacity, preventing additional callers from entering the queue.
3. Short Missed
A Short Missed call occurs when the caller disconnects before the call rings long enough to be considered a standard missed call. These are typically very short-duration calls.
Example: A caller hangs up within a few seconds after the call begins ringing.
4. Missed
A missed call occurs when the call is successfully routed to an agent or ring group but is not answered before the caller disconnects or the call times out.
Example: The call rings an available extension, but no one answers before the caller hangs up.
Benefits of Tracking Missed Call Types
- Monitor staffing and queue capacity during peak hours.
- Detect routing or configuration issues.
- Improve response times and reduce missed opportunities.
- Generate more meaningful call reports and analytics.
Support / Contact
Need further help? Contact support@voicestack.com or call 407-833-6436.