When an incoming activity such as a call or chat is not answered, it will be shown under Missed activities.
Open Your Missed Activities
The Missed activity button at the top of the Main menu turns red if there are any missed activities.
The button displays their number. Hover over the button to open a list of the types of missed activities and their total number.
Click Missed to open a list of all missed activities.
If you only want to see a specific type of activity, click it and the list will open with only that activity filtered.
Activities are only marked as missed if the customer has not spoken/chatted to an agent. A missed activity automatically disappears if:
the customer tries again and this time an agent answers.
an agent contacts the customer back.
Missed Activity List
An overview of your missed activities. Click a column title to sort your missed activities by the column.
Filter by activity type.
Open the Contact or Account in the CRM module.
Click to sort the missed activities by priority.
Call the customer back. Use the adjacent dropdown icon to select a different number (if available).
Delete missed activity (if you have rights to do so).
Open activity details.
Some unanswered activities may not be displayed under Missed activities. This is set up by your team leader or administrator. You may be able to view a complete list of all activities.