This report will be sunsetted soon.

The Declined and Missed Contacts by Agent report can help you understand the number of missed and declined incoming Contacts your team is experiencing.

Metrics and Key Concepts

The Declined and Missed Contacts by Agent report uses the following metrics and concepts to quantify the reported data.

Name	Description
Date	Timestamp of when the event (declined or missed) occurred
Declined [CHANNEL]	Events — Contact Declined grouped by Channel
Missed [CHANNEL]	Events — Contact Missed grouped by Channel
Agent	Agent who missed or declined the Contact
Total	Total of Events — Contact Declined and Events — Contact Missed

Understand the basics

When to use the Declined and Missed Contacts by Agent report

Use the Declined and Missed Contacts by Agent report when you have questions around:

Who are the Agents declining or missing the most Contacts?
Do we have the right amount of Agents to handle the volume of incoming Contacts?
What opportunities do we have for coaching/training Agents to reduce the chances of declining/missing incoming Customer requests?

How often to review the report

Review this report weekly to gain valuable and actionable insights.

Take action

Once you understand the report, you can take action and make improvements.

Agent Coaching

Since you can see which Agent(s) are missing/declining the most incoming Contacts, use this opportunity to share tips and tricks on how to efficiently wrap up Contacts they are working on so they can quickly move to help the next Customer.
Coach Agents how to prioritize accepting incoming Contacts in Gladly first. Any unfinished email, task, or note is automatically saved as ‘Draft’ so they can come back to it later when there are fewer Customers needing help.

Staffing Adjustments

If you are seeing an increase of incoming Contacts being declined/missed but not associated with particular Agent(s), it’s possible that the current staffing schedule is not optimized to handle the incoming volume of Contacts. Make sure you have the right amount of Agents staffing your busiest Inbox.
If there are many Agents constantly missing/declining incoming Contacts, it may indicate that they do not have enough time to complete after Contact activities. Make sure they have enough time in between handling Contacts. If they already do, this could be a training opportunity.

Good to know

This report can also be generated via API. See our Developer Docs for more details.
CSV download of this report is limited to 1 million rows.
Listed below are related reports we recommend you use alongside this report:
- Inbound Contacts by Channel

Why am I seeing an unusually large number of declined calls?