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Use Signals to identify high-intent calls that weren’t successfully received into your call center, then track them for follow-up.
Invoca identifies missed opportunity calls using Signals, which can recognize conditions like whether a call was answered by an agent, went unanswered, was sent to voicemail, or resulted in a voicemail message. Combining these conditions can surface more complex, potentially higher-intent missed opportunities. This is useful for a regional sales manager spotting problems at low-performing branches, or a rep following up with an interrupted buying process — recordings and transcripts help but aren’t required.

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Identifying missed opportunities

Create a new Signal using one or more of these conditions: Answered By Agent, Not Answered By Agent, Answered By Voicemail, Voicemail Left. (These Signals only apply to calls you’ve configured Invoca to record.) A few example combinations:
A call cut off before an agent picked up, possibly from a caller hang-up or an IVR issue. Useful for diagnosing IVR flow problems.
A caller who couldn’t reach an agent, whether due to hours or agent availability. Good for quick follow-up.
A catch-all missed-opportunity Signal, useful as an overall call center health metric.
Combines a missed-opportunity condition with high-intent language spoken in the voicemail, to flag callers worth recapturing. Tip: to add a “NOT” condition, switch the Signal Builder to Text view and add ! before the condition to invert it.

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Tracking missed opportunities

Once your Signals are set up, add a dashboard tile to track them — for example, the percentage of calls resulting in missed opportunities, or missed opportunities charted alongside total calls by store or region. Publish the dashboard to your team so everyone can follow along.

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Where to go next

Last modified on September 24, 2026