What does the metric non-answered calls actually mean? Can you please share some examples?
The article on Zendesk Talk Metrics describes non-answered calls as the calls during which the end-user wasn’t connected with an agent, voicemail, or external number and didn't abandon the call in one of the defined calls stages.
In other words, non-answered calls are calls not answered by the agent or customer. This can be an outbound or inbound call. It can be simply a failed outbound call, or a call missed by an agent. Some other examples include:
- Pending voicemails: those that were not completed, with no message.
- Failed calls: due to connection failure, the incorrect phone number, or simply disconnected before it is answered.
For more information, see the article: What do the statuses of Zendesk Talk mean?