Unbooked and Abandoned Calls reportLast updated on 03/22/2022
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.
Before running your report, set filters to get the most relevant information for your needs:
Go to the navigation bar and click Reports. In the side menu, click All Reports.
Click Unbooked and Abandoned Calls to open it. Tip: In the search field, enter a few letters from the report title for quick access.
Use the From and To calendar fields to set a range of dates to run the report on.
From the Filter by dropdown, select how you want to filter the report:
Call Date—Date of the call
Job Completion Date—Date the job was completed
Job Creation Date—Date the job was booked
Job Scheduled Date—Date work was scheduled to begin
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.
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.
Customize and schedule your report
Want to learn more?
See Export a report
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.