--- title: "Unbooked and Abandoned Calls report" slug: "unbooked-and-abandoned-calls-report" updated: 2026-10-15T01:19:20Z published: 2026-10-15T01:19:20Z canonical: "help.servicetitan.com/unbooked-and-abandoned-calls-report" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Unbooked and Abandoned Calls report ## Overview The Unbooked and Abandoned Calls report lets you review incoming phone calls that are abandoned or unbooked to ensure that off-site customer service representatives (CSRs) are managing their call volume and maximizing opportunities. You can also review calls that could have been booked to identify coaching moments for CSRs. --- ### #### Who uses this feature - Administrators and managers ## ## Run report Before running your report, set filters to get the most relevant information for your needs: 1. Go to the navigation bar and click **Reports**. 2. In the side menu, click **All Reports**. 3. Click **Unbooked and Abandoned Calls** to open it. > [!TIP] > **Tip:** In the search field, enter a few letters from the report title for quick access. *![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/unbooked-and-abandoned-calls-report-image-u6lhdysy.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D)* 4. Use the **From** and **To** calendar fields to set a range of dates to run the report on. You can: - Use the calendar to select a specific date range and then click **Apply**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/date-picker.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) - Use the left menu to select a preset date range: - **Today:** From 12:00 AM to the current time. - **Yesterday:** Previous day, from 12:00 AM to 11:59 PM. - **This Week:** From Monday through Sunday of the current week. - **Week to Date:** From Monday through the current date of the current week. - **Last 7 Days:** Previous seven days, including today. - **Last 14 Days:** Previous 14 days, including today. - **Last 30 Days:** Previous 30 days, including today. - **Month to Date:** From the first of the current month to the current day. - **Last Month:** Entire month before the current month. For example, if the date is February 5, the entire month of January. - **Last 90 Days:** Previous 90 days, including today. - **This Quarter:** Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30. - **Last Quarter:** Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31. - **Quarter to Date:** From the first day of the current quarter to the current day. - **Year to Date:** From January 1 of the current year to the current day. - **Last 365 Days:** Previous 365 days, including today. - **Last Year:** From January 1 of the previous year to December 31. 5. From the **Filter by** dropdown, select how you want to filter the report: 1. **Call Date**: Date of the call 2. **Job Completion Date**: Date the job was completed 3. **Job Creation Date**: Date the job was booked 4. **Job Scheduled Date**: Date work was scheduled to begin 6. When you're done setting your filters, click **Run Report**. ## Read report results The report displays incoming calls that are classified as *unbooked* or *abandoned*, based on the filters you set. By default, the report includes the following columns: - **ID**: ID number of the call. Click the ID to view call details. - **Call Date**: Date the call was made - **Call Time**: Time the call was made - **Call Type**: The classification of the call. This report includes [unbooked and abandoned calls](/construction/docs/find-and-manage-abandoned-and-unbooked-calls). - **Direction**: Whether the call is *inbound* or *outbound*. This report includes *inbound* calls. - **Name**: Name of the employee who accepted the call - **Call Campaign**: Marketing campaign assigned to the inbound phone number - **Caller Phone Number**: Phone number of the customer calling - **Customer Name**: Name of the customer calling - **Recording**: Link to a recording of the call Click a customer name to open their record in a new tab. Click a link in the *Recording* column to see additional call details and listen to a recording. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/unbooked-and-abandoned-calls-report-image-bmt19two.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A47%3A00Z&se=2026-10-31T02%3A47%3A00Z&sr=c&sp=r&sig=IP%2F%2FbWQBxFTzAt5s7iFbDXC9Oq7GU4BtOH9lMBWCE2c%3D) ## Customize and schedule your report You can [arrange and filter your results](/construction/docs/run-filter-and-export-reports#filter-and-arrange-a-report) to narrow the focus of your report. You can also [schedule the report](/construction/docs/schedule-reports) to be delivered by email on a regular basis. ## Want to learn more? - See [Run, filter, and export reports](/construction/docs/run-filter-and-export-reports) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)