Review Missed Callers and Call Recovery
Understand the 24-hour recovery window, unique callers, extension/number grouping and the people still waiting for a conversation.
Open Analytics → Custom Reports → Calls → Agent performance. This report follows people affected by missed calls and whether they subsequently had an actual conversation within 24 hours.
Select dates and grouping
- Confirm the business/location and select the date range. Presets include Today, Yesterday, Last 7 days, Last 30 days, This month and Last month.
- Choose Group by Extension to examine extension activity or Number they called to examine the business line.
- Use the number selector when you need one line rather than All numbers.
- Wait for the results and check the displayed time zone.
Understand the metrics
- People missed: distinct people with at least one missed call. Repeated attempts by the same person are not additional unique people.
- Recovered: a missed caller who actually spoke with someone within 24 hours, through a retry or an answered callback.
- Left waiting: a missed caller without the qualifying connection within that 24-hour window.
- Time to recover: the typical recovery time is a median: half of the measured recoveries were faster and half slower.
Leaving voicemail or making a callback that nobody answers does not count as recovery. Internal calls are excluded. The report's recovery definition is more specific than merely seeing an outgoing attempt in All Calls.
Review the breakdown
The table shows Extension or Number, Left waiting, Recovered, People missed and Time to recover. Click a row to expand its dates and follow the available detail controls. Use Number they called to investigate calls that never reached an extension, including routing through IVR, voicemail or out-of-hours handling.
Review the Nobody called them back list to identify records requiring follow-up. Check the call history before taking action and use your team's normal process for contacting the caller.
Avoid misleading totals
The same person can appear under several extensions or business numbers, so summing rows can exceed the unique-person total. Treat Left waiting, Recovered and People missed according to their displayed definitions instead of forcing them into a simple addition formula. Compare the same grouping, number and period when reviewing improvement.
If a recovery seems missing
Locate the missed call and the later connection in All Calls. Confirm their times, direction, answered result and the 24-hour window. Distinguish an actual conversation from voicemail, ringing or an unanswered callback. If records still disagree with the report, send support the relevant Call IDs, dates with time zone and the selected report filters.