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# What is the difference between a “missed” call and a “lost” call in MyOperator?

## Quick answer

* Missed call = Call reached your PBX/IVR, but no agent answered in time; details are logged, so you can call back.
* Lost call = Call never reached your system because every line/channel was busy; nothing is logged except a “lost-capacity” entry in System Logs.

## When should I use this guide?

Read on if you want to reduce unanswered calls (missed) or capacity blocks (lost) and learn where to find each metric in the dashboard.

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## 1 — Definitions at a glance

| Metric | What it means | Where to view | Can you call back? |
| --- | --- | --- | --- |
| Missed | System answered (IVR, queue), but no agent picked up | Dashboard → Call Logs (`Status = Missed`) | Yes—caller info stored |
| Lost | Call blocked at ingress because all lines were busy | Dashboard → System Logs → Lost Calls | No—call never connected |

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## 2 — Why the metrics matter

* Missed calls hurt answer-rate KPIs and CX, but you still have the number for manual outreach.
* Lost calls signal a capacity or concurrency problem—no agent sees the call, and the caller may hear a busy tone.

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## 3 — Prerequisites

* Admin/Billing role.
* Dashboard access to Call Logs, System Logs, and Analytics → Concurrent Calls.
* Know your total line capacity and current inbound/outbound split.

---

## 4 — Find your missed vs. lost calls (step-by-step)

### A. View missed calls

1. Dashboard → Call Logs.
2. Filter Status = Missed + date range.
3. Export CSV for callbacks.

![view missed calls](https://content.api.getguru.com/files/view/eb4b763c-f368-4b86-87c7-795809d9fba5)

### B. View lost calls

1. Log in to MyOperator Web Panel.

![MyOperator dashboard](https://content.api.getguru.com/files/view/a0bce4e3-94e2-43cc-8c3a-b66b49ee96cc)

2. From the left sidebar, click System Logs → Lost Calls.

![Lost calls](https://content.api.getguru.com/files/view/9b6ce69f-e7a8-4b7e-b062-f7a9ecabd49d)

3. (Optional) Adjust the Date range or Number dialled filters.
4. Review the list or click Export → CSV for offline analysis.

![Detailed list of lost calls showing WHO, WHEN and UID](https://content.api.getguru.com/files/view/3b1158eb-99fb-461c-b5d9-38eee579c821)

### What the columns mean

| Column | Description | Why it matters |
| --- | --- | --- |
| Who | Caller phone number/contact name | Call-back |
| When | Timestamp in workspace time zone | SLA metrics |
| UID | Unique call identifier | Support escalation |
| Line | Channel was busy | Capacity planning |

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## 5 — Reduce missed calls

| Action | Where | Goal |
| --- | --- | --- |
| Smart routing/skills | Call Flow → Queues | Send to the least-busy agent |
| Adjust ring-timeout | Call Flow → Queue settings | 20–25 s SLA |
| Missed-call alerts | Automations → AfterCall SMS/Email | Prompt fast callback |
| IVR callback option | Call Flow → IVR node | Offer automatic return call |

Flip-side: If missed-call rate still climbs, verify agents aren’t in DND and check call-flow branches.

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## 6 — Reduce lost calls (capacity)

| Action | Where | Goal |
| --- | --- | --- |
| Check peak utilisation | Analytics → Concurrent Calls | Keep ≤ 80 % |
| Throttle outbound dialer | Campaigns / Dialer settings | Free lines for inbound |
| Add more lines | Settings → Plan & Billing | Increase pool |
| Enable overflow number | Call Flow → Failover | Route excess traffic |

Flip-side: If lost calls persist after adding lines, confirm carrier trunk limits or plan caps.

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## 7 — Edge cases

* Abandoned while ringing: Counted as missed (or abandoned if that report is enabled).
* Transfers/conferences: Extra lines used briefly—can convert missed → lost if capacity saturated.
* Inbound + outbound share lines: Large outbound campaigns can create lost inbound calls.
* Can I follow up on lost calls? Usually no; the number never reaches the system.

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## 8 — Troubleshooting matrix

| Symptom | Likely cause | Fix |
| --- | --- | --- |
| Spike in lost calls noon–1 PM | Lunch-hour outbound dialling | Throttle dialer or add lines |
| Missed calls in the single dept | Agents DND / short timeout | Extend ring-time; disable DND |
| Lost calls despite free lines | Carrier trunk cap | Open carrier ticket |
| “Channel limit reached” errors | Plan line cap hit | Upgrade line pack |

Escalate: email [support@myoperator.com](mailto:support@myoperator.com) with date range, Call IDs (missed), screenshots of the Concurrent-Calls graph, and current line count.

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Keywords: missed vs lost call, channel capacity, concurrency limit, line utilization