Missed Calls

Ring-group-only calls aren't counted here, and after-hours calls are kept out of the in-hours totals above — they have their own section below. 52 of 52 verdicts are confirmed from the PBX's own records; the rest come from login history and call overlap.

Column guide: No One Answered = phones rang, nobody picked up · No Agents Logged In = nobody was logged into the queue · All Agents On Calls = every logged-in agent was already talking · Free, Never Rang = an available agent was never rung · Agents Status Changed = a status flipped away just as the call arrived, so the queue skipped them · Unknown = not enough evidence (⏳ = under 15 minutes old, still settling).

“Who was available” uses the current member list plus login history, so a roster change mid-period is approximate. “All Agents On Calls” can't see internal calls. Calls that overflowed between queues count against the first queue. “✓ Recovered” is judged within this report's window. Voicemail timings are measured from the call itself and the box's own greeting. Calls missed before reaching a queue (hung up in a menu, straight to a mailbox) and after-hours misses are listed in their own tables below — no staff were rung, so there is no verdict to give. Together with the main table that is every missed call in the period, matching the Missed Callers worklist. Totals match the call log's in-hours hung-up and forwarded queue calls exactly.