Missed calls are one of the main problems that the sales department has to face. There are many tools and flexible settings that allow minimizing the number of missed calls. But what should be done with the remaining calls that, despite everything, may have been missed?
If you are already using the Ringostat virtual PBX, the “Unprocessed missed calls report ” will be helpful.
With its help, you can monitor missed calls from clients whom you have not yet managed to contact.
This report allows you to control the sales department more effectively and recover potential clients.
What is the Unprocessed missed calls report useful for:
You will see not only how many clients could not reach you, but also how many calls require handling.
Only calls that require attention will be visible, which helps avoid confusion.
There will be no need to waste time checking whether a manager called the client back.
You can draw conclusions about how attentive managers are and how quickly they call clients back.
By regularly reviewing the report, you can quickly recover clients before they go to competitors.
With just a few clicks, a manager can see the consequences of employees’ negligence — which positively affects the discipline of the sales department.
You can assess the effectiveness of the sales department — ideally, at the end of the day the report should be empty.
You can find it in the "Call Center" section - "Unprocessed missed calls report."
This report differs from the standard pre-installed missed calls report in that it only records current calls - those that were missed and not followed up on. You can also check which missed calls have already been processed in the Processed Calls tab.
Note: the report shows calls from the last month.
How the report works:
If a manager did not answer a client’s call and sees it in the report, they can immediately call the client back.
After refreshing the page, the call will automatically be removed from the “Unprocessed Missed Calls” tab and moved to the “Processed Calls” tab.
In this way, you can monitor the number of unhandled calls without manually searching for outgoing calls made to clients. The report always shows only current requests that require action.
If the manager successfully contacted the client, the missed call automatically disappears from the report.
If the client calls back on their own after a previously missed call, the entry will also be automatically removed from the report.
The report consists of two parts:
Unprocessed Missed Calls
You can select the date range for which you want to view the data.
You can export the data to a file in the selected format.
The report shows the time of the first and last missed call from the client.
If there was only one call — the time will be the same. If there were several attempts — the dates will differ and you will see since when the client has been unable to reach you.
Additionally, there is a column “How long the call has been lost”, which shows the difference between the time of the first missed call and the current time.
The report also automatically displays the reason for the missed call.
Automatic reasons:
Outside of business hours — a call made outside working hours (is set in the project settings)
Abandoned before 10 seconds — the customer hung up within the first 10 seconds.
Abandoned during welcome message — the customer hung up while listening to the welcome message.
Abandoned on an IVR line — the customer hung up while navigating the IVR menu: didn't select an option or listened to all menu options and hung up.
Not answered by managers — the call was routed to managers, but they didn't answer.
All managers were unavailable — the call was missed because all managers were busy on other calls / offline / had Do Not Disturb mode set in the app.
Call forwarding scheme did not work — the call was missed because no call forwarding scheme was set up for the number in the project.
Call from or to forbidden destination — a callback was ordered to a number that the system identified as a prohibited direction (wrong number, restrictions from settings or operator). You can get more detailed information by contacting our technical support.
The "Number of attempts to contact the customer" field and the "Missed from the client" field are created so that the sales department manager can check the number of missed calls from one number and the number of times the manager tried to call the customer back.
To manually remove a call from the report:
If you need to manually remove a call from the report on missed and unprocessed calls, you need to take the following steps:
1. Click the Handle button:
2. Select a reason:
3. If you selected "Another variant," you can enter your reason in the window that opens:
After that, the call will disappear from the Unprocessed missed calls report and appear in Processed calls, where you can also see the reason for removing the call from the report:
Processed Calls
New columns:
Call processing method
Who processed the call
The call handling method shows the result of interaction with the client.
Automatic statuses:
The client was successfully called back — the manager contacted the client.
The client called back independently — the client made the return call themselves.
Manual statuses:
Failed to contact — the client was unavailable or did not answer.
Contacted the client using another channel — the contact was made not by phone.
The client called back from another number — the call was made from a different number.
Another variant (with comment) — it is necessary to provide a comment.
The column “Who processed the call” shows which manager called back, answered the call, or processed it manually.
The remaining report parameters are analogous to those in the section concerning unprocessed calls.