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 any defined stages. These are typically failed calls due to issues like pending voicemails, connection failures, or incorrect phone numbers. Since no call was initiated, it's challenging to pinpoint whether the issue was on the customer's or agent's side.
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…
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…
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…
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…