Hi Michele S,

Thanks for reaching out! As per the our Talk metrics in Explore states, "Non- Answered" call was defined as The number of 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 call stages.

So Technically, we really cannot determined the catalyst if it was the customer or the agent, since no call was initiated in the first place. These are simply failed calls due to:

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.

Hope that helps!