What is a non-answered call?

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  • Bruno Menezes

    Hi Taylor,

    Do these non-answered calls generate tickets in Zendesk?

  • Dave Dyson
    Hi Bruno,
    No, tickets will not be generated from "non-answered calls" as defined here.
  • eCampus.com

    Is there a way to determine if the "non-answered calls" were outbound or inbound?

  • Jason Schaeffer
    Zendesk Customer Care
    Hi Chris,

    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. 

    As for determining which would be the case in any given call, since they do not create a ticket in Zendesk, you would have to look at the call history itself to determine the type of call. 
    There is more information on that below:
    I hope that helps!
  • Jack Davis

    How is a "non-answered call" not an abandoned call? I can see non-answered in the context of an outbound call, but if someone is on hold waiting for an agent and hangs up or is disconnected, would that not be considered abandoned? 

  • Zsa Trias
    Zendesk Customer Care

    Hello Jack,

    If the user was on-hold and disconnects, that should be an "abandoned call" in Explore as it is one of the call stages mentioned below: 

    Abandoned calls
    The number of calls that were abandoned while in your IVR, queue, voicemail, or on-hold.
    IF ([Call completion status]="Abandoned In IVR" OR [Call completion status]="Abandoned In queue" OR [Call completion status]="Abandoned In voicemail" OR [Call completion status]="Abandoned in on-hold" ) THEN [Call ID] ENDIF

    Call completion status

    Indicates how the call was completed. Values are Abandoned in IVR, Abandoned in queue, Abandoned in voicemail, Abandoned in on-hold, Completed, and Not answered. Completed means that the call was successful and the end user was connected with the agent or the call was directed to voicemail or forwarded to an external number.

    Not answered means that the call wasn’t successful. An example of an inbound not answered call is when the end user wasn’t connected with the agent, or the customer left the call in a transition stage that is not included in the abandoned statuses. An example of outbound not answered call is when the end user didn’t answer the agent’s call.

    Reference: Metrics and attributes for Zendesk Talk

  • Steven Hampson

    Hello. We have a couple of examples of calls that were abandoned in on-hold (we know because a ticket was created and there is a recording). However, on reporting it has the call status as 'abandoned in queue'. 

    How does the system determine these statuses, that might cause it to be incorrect? 



  • Viktor Osetrov
    Hello Steven,

    By default, tickets aren't created for abandoned calls. However, you can choose to enable ticket creation for abandoned calls for each of your individual numbers. Article about this - https://support.zendesk.com/hc/en-us/articles/4408823877146

    When this setting is enabled, calls that are abandoned in the queue, in voicemail, or in IVR result in a created ticket, as long as a callback number is available. In cases where the caller is identified as "unknown", no ticket is created. You can see the statuses of Talk here - https://support.zendesk.com/hc/en-us/articles/4408881766938-What-do-the-statuses-of-Zendesk-Talk-mean-

    Hope it helps
  • Steven Hampson

    Hello Viktor. Thanks for taking the time to respond, it is much appreciated, however I don't think I explained my issue very well. We are seeing calls that were definitely NOT abandoned - i.e. the agent answered the call, and had a several minutes long conversation with the caller before ending the call. Yet, on Explore reporting, it shows the ticket x and call completion status 'abandoned in the queue'. We only found a few like this, but wondering why a completed call would be reported as abandoned when it wasn't. 


  • Viktor Osetrov
    Hello Steven, 

    Thanks for the clarification. It means that for some reason the calls were in the queue. For more info -  Zendesk Talk dashboard metrics reference

    Possible scenario:
    Your customer talking with one agent. And after a while, the customer asked your agent to transfer the call to another agent (or the agent suggest to transfer the call to another specialist). That means that your client back waiting in the queue again one more time. And for some reason, the customer hung up there. 

    Hope it clarifies,

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