Missed Calls¶
A caller who hangs up while waiting in a queue is somebody the account owes a call. Missed calls turns each of those calls into a card on a board of its own, so somebody calls them back — and closes the card by itself when the same caller gets through later.
flowchart LR
A[Caller hangs up while waiting in a selected queue] --> B{Open card for this number?}
B -- No --> C[New card in New]
B -- Yes --> D[Another attempt on the same card]
C --> E[Agent clicks the number on the card]
D --> E
E --> F[Card moves to Calling back]
G[Same number answered in any queue] --> H[Card moves to Reached]Who can set it up¶
Desk Center → Missed calls
The screen belongs to the account's Desk Center administrators. A regular user does not see it, and cannot read or change the settings behind it either. The account must have Desk Center.
The screen does two things: it switches the feature on or off, and it chooses which queues count. It does not edit the board — that is done in Workflows, like any other board.
Turning it on and off¶
While the feature is off, the screen says Missed calls is off and offers Enable.
Enable creates the Missed calls board, if the account does not already have one, and shows the queue list. No queue is selected yet, so nothing is filed until you choose some.
Turn off asks first, because it is not the mirror of turning it on:
- abandoned calls stop creating cards,
- every queue selection is cleared, and
- the board and its cards are kept.
Turning it on again finds the same board, with its cards and any changes you made to it, but starts with no queue selected. Choose the queues again after re-enabling. While the feature is off there is no queue list to edit.
Choosing the queues¶
The list shows every call queue of the account, with a filter to find one by name.
| The checkbox | whether the queue's abandoned calls become cards |
| Minimum wait (seconds) | how long the caller must have waited in that queue before hanging up for the call to count |
- 0 means any abandoned call counts. A higher number leaves out callers who hung up sooner than that.
- The minimum wait is a whole number from 0 to 3600 (one hour). Anything else is refused with Enter a whole number from 0 to 3600.
- Each queue has its own minimum wait. It can only be typed for a selected queue.
- Select all selects every queue, not only the ones the filter is showing. A queue that was not selected starts at 0; a queue already selected keeps its own minimum. Select none clears them all.
Nothing is written until you save: a bar at the foot of the screen counts the queues you changed, with Save and Discard — see Nothing is saved until you save it.
A queue that could not be saved
The queues are saved together, but each one is answered on its own. A queue that could not be updated is marked Not saved: with the reason, and stays changed on the screen; the rest are saved. Save again retries only those.
If another administrator changed the settings while you were editing, the screen says so, shows the latest settings and drops your unsaved changes.
What counts as a missed call¶
A call becomes a card when all of these are true:
| It is an inbound call that waited in a queue | Outbound queue calls and campaign calls are never missed calls. |
| No agent answered it | |
| The caller hung up while waiting | A caller who left the queue with an On Digit action — for example to ask for a Callback — did not abandon the queue, and is not a missed call. |
| The queue is selected on this screen | |
| The caller waited at least the queue's minimum | The wait is counted from the moment the call entered the queue until the caller hung up, in whole seconds. |
| The caller's number is known | Anonymous callers are ignored: a withheld number, anonymous, restricted, or anything without digits. There is nobody to call back. |
The board¶
Enabling creates a board called Missed calls. Its cards are named MC- followed by a number, and they carry the type Missed call.
Its columns, as created:
| Column | Category | What it means |
|---|---|---|
| New | Open | The caller abandoned and nobody has called back yet. New cards start here. |
| Calling back | Active | Somebody has called the caller back from the card. |
| No answer – retry | Review | The call-back was not answered; try again. |
| Reached | Done | The caller has been spoken to. |
| Not needed | Cancelled | No call-back is needed. |
The board is an ordinary board: rename, reorder, add or remove its columns and fields in Workflows, as described in Boards and Fields. The automatic moves below follow the column's category, not its name — a new card goes to the board's first Open column, a call-back to its first Active one, and an answered call to its first Done one.
What a card contains¶
A card is titled Missed call from who — queue, where who is the caller's contact when exactly one contact has that number, otherwise the caller ID name, otherwise the number. When exactly one contact matches, the card is linked to that contact.
Its fields:
| Field | |
|---|---|
| Caller number | the number that called — and the number a call-back dials |
| Caller name | the caller ID name, when the call had one |
| Queue | the queue the caller first abandoned |
| Dialled number | the number the caller dialled |
| Abandoned at | when the caller last hung up |
| Wait (seconds) | how long the caller waited that time |
| Attempts | how many times this caller has abandoned while the card was open |
Caller number, Queue, Abandoned at and Attempts are the fields shown on the board's list.
Every abandon also adds an internal note, such as Abandoned in Sales at 2026-11-13T09:41:07Z after 42s. Rang: Ana Silva, Tom Reyes. — the agents the call rang, or no agent. Times in these notes are written in UTC. When the card is linked to a contact, the call also appears in that contact's history.
The account's own automation rules and promises apply to these cards as to any other new work.
One open card per caller¶
A caller who abandons again while their card is still open does not get a second card. The call is added to the card they already have: Attempts goes up by one, Abandoned at and Wait (seconds) show the latest call, and a new note records it. The title and the Queue field keep the first abandon's queue.
A card counts as open until it reaches a Done or Cancelled column. If the caller abandons again after their card was finished, they get a new card. If a finished card is moved back to an open column, it collects that caller's attempts again.
The same number, digit for digit
A caller is recognised by the digits of the number that called. The same person calling from a different phone — or a number that arrives in a different format, such as with and without the country code — is treated as a different caller and gets a card of its own.
When the caller gets through¶
When a call from the same number is answered in any queue of the account — not only the selected ones — the caller's open card is finished on its own:
- a note records it: Answered in queue by agent at time,
- and the card moves to the board's first Done column (Reached, as created).
This only happens while the feature is on with at least one queue selected. A board with no Done column keeps the card where it is, with the note added.
Calling back from the card¶
On a missed-call card, the caller's number on the case's contact card is a button, like any number in Desk Center — see Calling a customer. When the call is placed from the card:
- the card moves to the board's first Active column (Calling back, as created), and
- a note records Call back placed by whoever clicked.
The note is added even when the card is already in an Active column. A card already in a Done or Cancelled column is left as it is, and so is every card that is not a missed call.
What happened on the call is the agent's to record. Desk Center does not follow the call-back: move the card to Reached or No answer – retry yourself. The only automatic move to Reached is the caller getting through to a queue, above.
If the board is archived or deleted¶
The screen warns when the board cannot take cards. While it does, abandoned calls are not filed — they are not held to be filed later.
| Warning | What to do |
|---|---|
| Board archived | Restore the board in Workflows. |
| Board missing | The board no longer exists. Turn off Missed calls and Enable it again to create a new one — and then select the queues again, since turning off clears them. |
The same is true of a board with no Open column: there is nowhere for a new card to start, so none is created.
What it does not do¶
- It does not call anybody back. It files the call so a person does.
- It only covers calls that reached a queue. A caller who hangs up in an IVR menu, at a ring group, or on a user's phone before reaching a queue is not a missed call here.
- It does not look backwards. Only calls that end after a queue is selected are filed; earlier abandons are not added.