You will see we use different terminology for calls in Kaisa, adding some nuance to your answered or missed calls. In our Dashboard and reports you may see the following terms: missed call, dropped call, short call, and quality call. We define these based on the criteria below:
Missed calls: A call that has been missed. This could be because no one answered the call, the recipient rejected the call or the caller hung up before it was connected. The duration of this call is always 0 seconds in Kaisa.
Dropped calls: An answered inbound call that has been answered by a person or an IVR lasting less than 60 seconds (default setting).
Short call: An answered call that is longer than the dropped call threshold but not long enough to be a quality call, as defined below.
Quality calls: An answered call that exceeded the target call length. If a target call length has not been configured, the default is 2 minutes.
Please note these durations are set as a default in Kaisa for an account, but can be changed if needed. If you would prefer a dropped call to be shorter or for quality calls to be longer, don't hesitate to ask! We can change this for you, simply reach out to firstname.lastname@example.org