Phones — Spectrum VoIP Call Center

📞 Where do the "missing" calls go? (the call gap, explained)

Call Volume counts everything that touched any queue — including the ~13 holiday / message / after-hours greeting queues where no agent is ever supposed to answer. Calls Offered is what actually rang the call room. Calls Handled is what agents answered.

So the gap splits in two: (1) Volume − Offered = calls routed to message/after-hours queues — by design, not the call room's miss. (2) Offered − Handled = the real miss, and it's almost entirely abandoned calls (callers hanging up while waiting) — voicemail and forwards are tiny. The verdict from the data: the call room answers what reaches it; the levers are queue routing and peak-time wait.