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.
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 ( | Yes—caller info stored |
Lost | Call blocked at ingress because all lines were busy | Dashboard → System Logs → Lost Calls | No—call never connected |
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.
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
- Dashboard → Call Logs.
- Filter Status = Missed + date range.
- Export CSV for callbacks.
Alt text: view missed calls
B. View lost calls
- Log in to MyOperator Web Panel.
Alt text: MyOperator dashboard
- From the left sidebar, click System Logs ➜ Lost Calls.
Alt text: Lost calls
- (Optional) Adjust the Date range or Number dialled filters.
- Review the list or click Export → CSV for offline analysis.
Alt-text: Detailed list of lost calls showing WHO, WHEN and UID
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 |
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.
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.
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.
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 with date range, Call IDs (missed), screenshots of the Concurrent-Calls graph, and current line count.
Keywords - missed vs lost call, channel capacity, concurrency limit, line utili
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