Missed calls not appearing in call reports
Diagnose why missed calls are missing from SparkTG call logs. Covers report filters, how IVR abandonments differ from missed calls, and data sync delays.
If your call reports show fewer missed calls than expected, the calls are likely being counted differently — or a filter is hiding them.
Common reasons and fixes
- 1
Check your report filters
Reports → Call Logs → verify the Status filter is set to All or includes Missed. If it's filtered to Answered only, missed calls won't appear.
- 2
Check the date range
Ensure the date range covers the period you're investigating. The default view is often Today — change it to Custom Range.
- 3
Understand how missed calls are counted
SparkTG counts a call as Missed only if it reached an agent queue or extension and was not answered. Calls that were answered by the IVR but the caller hung up before reaching an agent are counted as IVR Abandonments, not missed calls. Check both reports.
- 4
Check if calls dropped at IVR level
Go to Reports → IVR Reports → look for Caller Abandoned entries. These are callers who dropped during the IVR menu before being routed to an agent.
If you're seeing 0 records across all filters for a time period where you know calls came in, contact support with your virtual number and the time range — there may be a data sync delay.
Frequently asked questions
Why does my missed call count in SparkTG not match my actual missed calls?
I filtered by Missed in Call Logs but see zero results — why?
What is the difference between a Missed Call and an IVR Abandonment in SparkTG?
Can I get notified by SMS or email when a call is missed?
My call log shows zero records for a period where I know calls came in — what's wrong?
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