Overview
In this guide you will see what causes the Missed Conversation Segment Kind to appear in Twilio Flex Insights, and how should it be interpreted.
What You Need To Know
The Missed Conversation segment appears when a TaskRouter Task is offered to an agent but is not accepted. This can happen when:
- The agent does not accept the Task within the configured
TaskReservationTimeouton the Workflow. - The customer ends the interaction (for example, hangs up or abandons a chat) before the agent can accept
- An unexpected issue prevents the agent from accepting (such as network connectivity problems or client UI errors)
The Missed Conversation segment will only appear when TaskRouter emits one of the following events:
| TaskRouter Event | Description |
| reservation.timeout | A reservation.timeout means the Task waited the full configured offer time for the agent and then expired without being accepted. |
| reservation.canceled | A reservation.canceled means the interaction ended before the agent could accept it, for example if the caller hung up, the chat was abandoned, or another unexpected condition stopped the reservation. |
These events can occur across channels (voice, chat, etc.) and are grouped as Missed Conversation in Insights to help you identify interactions where a customer did not connect with an agent.
Note: For more information, see the Missed Conversation Flex Insights documentation. If you need to troubleshoot frequent Missed Conversations, review TaskRouter event logs for the affected Tasks, confirm your Reservation Timeout setting on the TaskRouter Workflow, and check the Abandoned attribute in Flex Insights to see whether customers left before an agent accepted.