Understanding Non-Answered Calls in Zendesk
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 customer. It can be an outbound or inbound call, such as a failed outbound call or a call missed by an agent. Examples include pending voicemails with no message or failed calls due to connection issues or incorrect phone numbers. Non-answered calls can occur both inside and outside business hours. For more details, check out theZendesk Talk Metrics.
More related questions
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…
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…
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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