A common question customers raise is around the differences between agent 'missed' calls, queue 'lost' calls and 'Abandoned' calls.
A missed call, is typically shown in the Agent Statistics section of reporting and wallboards
An agent 'missed' call means that the agents extension was called, however that agent did not answer before the call itself moved onto the next available agent
A queue 'lost' call is typically shown on queue or all queues wallboards and reports
A lost call is a call that was not answered by anyone in that queue. In situations where overflows or forwarding options are configured as part of the call flow, it is possible for the lost call to have been answered in a different queue/part of the call flow.
In addition though, a lost call could represent a call that was abandoned before reaching an agent in that queue
An abandoned call is typically shown in the queue call abandoned reports, or the abandoned call reports
In this case, the abandoned call occurs when an inbound call never reached a live agent