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.

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: In the search field, enter a few letters from the report title for quick access.

   
   

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.
     

   • 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.

• 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

You can arrange and filter your results to narrow the focus of your report.

You can also schedule the report to be delivered by email on a regular basis.

Want to learn more?

• See Run, filter, and export reports