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Use case

Track missed calls

See every lost call, who called back and when, and how long callers waited before hanging up.

The problem

A missed call on a personal mobile is visible to one person. A missed call on a shared business line is often visible to nobody: it rang a group, nobody answered, and everyone assumed someone else would call back.

Without a shared record, managers also cannot answer basic questions. How many calls are lost each day? At what time? In which department? How long did callers wait before giving up? Did anyone return the call?

How phone.systems™ handles it

phone.systems™ records every call in Call History, in the Call Analytics area, with the information needed to follow up:

  • Status Each call is Answered, Lost or Resolved. A lost call stays Lost until someone handles it and marks it Resolved; the resolved by field shows who did.
  • Wait time and talk time See how long a caller waited before hanging up, which shows whether queue timeouts and staffing fit the call volume.
  • Tags and notes Add tags such as Follow-up needed or New lead, write notes and add attachments so the next person has context.
  • Filters and CSV export Filter the list, for example to show only Lost calls, and export it to CSV for your own reporting.
  • Routing attempts See which destinations a call was offered to before it was lost.
  • Call Statistics and User Statistics Aggregated figures such as ACD (average call duration), AWT (average wait time) and ASR (answer-seizure ratio) show trends per team member and over time.

Users with the Agent role have access to Call Analytics, so the people who answer the phone can work through the list of lost calls themselves. The phone.systems™ app also shows each user's call history.

From lost call to follow-up

  1. Virtual numberCustomer calls Support

    The caller chooses Support in the voice menu.

  2. Call queuingSupport queue

    The caller waits in the queue and leaves before being answered.

    • Caller hangs up while waitingLogged as Lost with the wait time
    • Timeout reachedTeam Voicemail
  3. Call History

    Call History marks the call as Lost. A team member filters for Lost calls, calls back and adds a tag or note.

  4. Marked Resolved

    The call is marked Resolved, with the name of the person who resolved it, and leaves the Lost list.

What Call History records

  • Answered, Lost, Resolved

    A status on every call, and the name of the person who resolved a lost call.

  • Wait and talk time

    How long the caller waited and how long the conversation lasted.

  • Tags, notes, attachments

    Shared context for follow-up, such as Follow-up needed or Billing question.

  • Routing attempts

    Which queues, groups or users the call was offered to.

  • Statistics

    Call Statistics and User Statistics with ACD, AWT and ASR.

  • CSV export

    Export filtered call history for spreadsheets or BI tools.

How to set it up in phone.systems™

  1. Create call tags

    Add the tags your team will use, for example New lead, Support request, Billing question, Follow-up needed and Resolved.

  2. Give the team access

    Invite users with the Agent role in Users so they can open Call Analytics.

  3. Agree a routine

    Decide who checks Lost calls and how often, for example each team lead at the start and middle of the day.

  4. Work the list in Call History

    Filter for Lost, call back, add a note or tag, and mark the call Resolved.

  5. Review trends in Call Statistics

    Look at lost calls and wait times by hour and user, then adjust queue timeouts, schedules or staffing.

Capabilities used

The phone.systems™ features this relies on. Each page explains how the capability works.

Frequently asked questions

What counts as a lost call?

A call that was not answered by anyone, for example because the caller hung up while waiting in a queue. It is shown with the status Lost in Call History until someone marks it Resolved.

Can I see who called back a missed caller?

Yes. When a lost call is marked Resolved, the resolved-by field records who handled it, and notes can describe the outcome.

Can I export missed-call data?

Yes. Call History can be filtered and exported to CSV.

Do missed calls also appear in the CRM?

If you use one of the seven supported CRM integrations with call journaling (HubSpot, Salesforce, Pipedrive, Zoho, Zendesk, monday or ActiveCampaign), calls are logged to the CRM as well.

Set up a phone system that fits how you work

Configure numbers, users and call routing in one place, and change them whenever your business changes.

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