Difference Between Non-Answered and Abandoned Calls
Why is a non-answered call not considered an abandoned call?
A non-answered call is not considered an abandoned call because it doesn't meet the criteria for abandonment.
Abandoned calls occur when a user disconnects while in the IVR, queue, voicemail, or on-hold. Non-answered calls, however, are those where the end-user wasn't connected with an agent or voicemail and didn't abandon the call in any of these stages. Essentially, non-answered calls are those that fail to connect without reaching a point where they could be considered abandoned.
More related questions
What is a non-answered call in Zendesk?
A non-answered call in Zendesk is a call where the end-user wasn't connected with an agent, voicemail, or external number, and the call wasn't abandoned in any defined call stages. This means the call was not answered by either the agent or the…
Do non-answered calls generate tickets in Zendesk?
No, non-answered calls do not generate tickets in Zendesk. Since these calls are not connected with an agent or voicemail, they do not result in ticket creation. This is because there is no interaction or message left that would typically trigger a…
How can I determine if a non-answered call was inbound or outbound?
To determine if a non-answered call was inbound or outbound, you need to check the call history. Non-answered calls can be either inbound or outbound, but since they don't create tickets, the only way to identify the type is by reviewing the call…
Can I find out why a call was marked as 'Not Answered'?
Unfortunately, it's not possible to determine the exact reason a call was marked as 'Not Answered' in Zendesk. The 'Not Answered' status indicates that the call wasn't connected with an agent, voicemail, or external number, and wasn't abandoned in…
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