What is call type?
Each call you make or receive in Freshdesk Contact Center is categorized based on call types. The Call Metrics section captures the call types and other critical call details to give you real-time visibility.
How is call type useful?
Understanding call types help you analyze your call center's performance and efficiency. For example, if you see many missed/abandoned calls in your account, you can quickly correct your call flow set up to avoid further missed calls. By doing this, you can ensure that your service level targets are always on track.
To easily narrow down calls of a particular type, use the "call type" filter and export options.
The different call types are:
|Completed/Answered||Inbound||Indicates calls completed successfully between an agent and a customer.|
|Missed Call||Inbound||Indicates calls not answered by agents. A missed call occurs when you set "Hangup" as the fallback action in your call workflows. For more details, check this article.|
|Voicemail||Inbound||Indicates calls that have voicemail messages from customers.|
|Blocked||Inbound||Indicates calls that are blocked from a particular number.|
|Abandoned (IVR)||Inbound||Indicates calls abandoned by the customer when the IVR message is played.|
|Abandoned (Call queue)||Inbound||Indicates calls abandoned by the customer when the welcome message is played in a call queue.|
|Abandoned (Wait queue)||Inbound||Indicates calls abandoned by customers when they are routed to the wait queue.|
|Abandoned (Ringing)||Inbound||Indicates calls abandoned by customers when the call is ringing to the agents.|
|Abandoned (Voicemail)||Inbound||Indicates calls abandoned by customers when your voicemail message is played.|
|Abandoned (Answer bot)||Inbound||Indicates calls abandoned by customers even before the voice bot plays the welcome message or without any conversation between customer and bot (both do not speak).|
|Abandoned (Routing Automation)||Inbound||Indicates calls abandoned by callers after the call entered the routing automation call flow and the welcome message is played.|
|Successful Callback||Inbound||Indicates callback requests successfully completed by agents. A callback request is successful when customers answer the calls returned by agents.|
|Unsuccessful Callback||Inbound||Indicates unsuccessful callback requests. A callback request becomes unsuccessful when customers do not answer the calls returned by agents.|
|Queued||Inbound||Indicates calls that are currently in the wait queue.|
|Call canceled||Outbound||Indicates outgoing calls canceled by the agents even before customers could attend.|
|Completed||Outbound||Indicates successfully completed outgoing calls.|
|Missed||Outbound||Indicates outgoing calls not answered by customers.|