On this report, we can see detailed information of calls not answered by an agent, with the following information:
- Date, date and time for the call.
- Queue, queue through which the call entered.
- Agent, the agent that did not answer the call. Here, we got to notice that even if the agent did not answer the call, the call could have been answered by another agent. See the note after the image below.
- Caller, number that called the Call Center.
If we observe well, each call has an icon on the last column. When you press this icon, we can investigate the whole trace of the call and where it ended. Given the possibility that in the end, it was answered by another agent or even the same agent. Below, you can see an example where agent 2044 did not answer the call, but the call was then answered by the agent 2036.
