The Declined and Missed Calls report can help you understand the number of missed and declined calls your team is experiencing.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Declined Call occurs when an Agent clicks “Decline” when a phone call is offered to them.
- Missed Call occurs when an Agent is offered a phone call but doesn’t select “Accept” nor “Decline.” An Agent will then see a notification stating they have missed a call.
- Once an Agent declines or misses a call, there can be a delay until the next call is routed to them. This is a configurable setting on the Channels page.
Understanding the Basics #
When to use the Declined and Missed Calls report #
Use the Declined and Missed Calls report is you have questions around:
- Who are the Agents declining or missing the most phone calls?
- Do we have the right amount of Agents answering phone calls to handle the call volume?
- What opportunities do we have for coaching/training Agents regarding answering incoming calls?
How often to review the report #
Review this report weekly to gain valuable and actionable insights.
Note
Because calls can be declined or missed multiple times, it doesn’t make sense to have missed/declined calls displayed as % of the total calls received. This is why you are shown the total number of declined and missed calls.
To illustrate this, if you have:
- 1 inbound call
- 2 Agents declined a call
- 2 Agents missed a call
If you calculate the % of calls that were declined/missed, you would do this:2 declines + two misses / 1 call = 4/1 = 400% of calls declined/missed
Take action #
Once you understand the report, you can take action and make improvements.
Agent Coaching #
- Since you can see which Agent(s) are missing/declining the most phone calls, use this opportunity to share tips and tricks on how to efficiently wrap up a previous phone call so they can quickly jump back into helping the next Customer.
- Coach Agents how to prioritize answering calls received in Gladly first. Any unfinished email, task, or note is automatically saved as ‘Draft’ so they can come back to it later when there are fewer incoming calls.
Staffing Adjustments #
- If you are seeing an increase of declined/missed calls that are not related to specific Agent(s), it’s possible that the current staffing schedule is not properly supporting the call volume.
- If many Agents are missing/declining phone calls, it may indicate that they do not have enough time in between phone calls to complete their after call tasks.
Good to know #
- The Declined and Missed Calls report can also be generated via API. See our Developer Docs for more details.
- CSV download of this report is limited to 1 million rows.
