Abandoned Calls: Spot Missed Opportunities and Win Them Back

Some callers hang up before the conversation really gets going – and without detection, those calls are simply lost. The Abandoned Calls function (“Abgebrochene Anrufe”) detects and saves calls under 18 seconds in which no function was triggered: the early hang-up who really wanted a human, the prospect who meant to try again later (and never does).

How to turn on detection

1. Open your agent on the Functions tab (“Funktionen”) and check Abandoned Calls.
2. You'll find more settings on the Overview (“Übersicht”) via the Functions card → Abandoned Calls (“Abgebr. Anrufe”; settings per function).

Where to see the results

In the call list, these calls are automatically tagged abgebrochener_anruf – along with the phone number, duration (e.g., “1 sec,” “5 sec”) and time. Everything you need for a callback is in a single row.

A real-world example

A restaurant wonders why reservations are low even though the phone keeps ringing. The call list shows clusters of abgebrochener_anruf entries between noon and 1 p.m. – right in the middle of service, when guests are impatient. The greeting is cut down to one sentence, and the numbers that hung up get a short callback in the afternoon: “You tried to reach us around lunchtime – may I book a table for you?” Hang-ups turn back into guests.

Where: AI Telephony (“KI-Telefonie”) → Agents (“Agenten”) → select an agent → Functions tab

Good to know

• The definition is deliberately narrow: under 18 seconds and no function triggered. Anyone who got a quick answer or was transferred doesn't count as abandoned – the list contains only genuine early hang-ups.
• Look for patterns, not one-offs: If abandoned calls cluster at certain times of day, check your greeting length, intro music and availability at exactly those times.
• Make it a routine: A fixed callback slot each day (or Monday for the weekend) turns the list into revenue – hardly any caller minds getting a call back.

Last updated July 17, 2026