The short answer
dropped-on-hold in the search box.Reading a journey
Open any call and it unfolds into its steps. A typical inbound call reads: the main menu, then the key the caller pressed, then the group it rang, then the person who answered. Each step shows how long it rang and how long it talked. The last step tells you how the call ended: answered, missed, voicemail, abandoned, busy, or failed. A step that reads voicemail is the mailbox taking the message.
What happened to the callers a group received
For a menu, a group or a queue, the question that matters is not whether the group "answered" but what happened next. The breakdown strip on the Reports page answers it with four numbers that always add up to everyone who reached it:
- Answered. The very next step was a person picking up.
- Gave up. The call ended and nothing followed. The caller hung up while it rang.
- Moved on. The call went somewhere else afterwards: another queue, a menu, a mailbox.
- Still there. The call is live and this is its current step.
Every number opens the list of those calls. "How many callers hung up on our main line yesterday, and who were they" is that strip with yesterday selected.
Missed calls and the Unreturned tile
Missed counts calls nobody picked up. Unreturned, the tile beside it, counts the missed calls nobody has called back yet, and a call drops off it the moment anyone at the company calls that number back. Click the tile and the list filters to just those calls, which makes it a work list: a person with a reports-only login can go down it and return every call. A scheduled email can carry the same list each morning; see scheduled email reports. For an email the moment a call is missed, see missed-call email alerts.
A call an employee placed from their cell through the dial-out portal shows as that employee's outgoing call, never as a missed call, and never on the unreturned list.
Callers lost while on hold
A caller who was answered, put on hold, and hung up while still holding is found by typing dropped-on-hold, one word with the hyphens, into the search box. It respects the date range and combines with anything else in the box, so dropped-on-hold 214 narrows it to one extension. The result does not say why the caller left, only that the call ended while that person had them on hold. The Ask AI box on the Reports page answers the same question in plain English, and hold-time questions too.
Where the recording and the summary are
On a recorded call the player sits in the journey, the AI summary beside it, and the transcript under it, for a login allowed to see them. See playing recordings and who can hear them.