Right now, if an incoming call routes to an agent but the UI popup fails to render on their screen (due to a glitch, loading error, etc.), Intercom logs the event as "Missed."
While technically true that the call wasn't answered, labeling it "Missed" unfairly penalizes agent performance metrics. It makes it look like the agent ignored the call, when they literally never had the chance to click or decline it.
Solution: Introduce a 3rd status—like "Undelivered" or "System Timeout"—specifically for when a call event logs but the agent UI buttons were never actually rendered or interacted with.
Why it matters: This keeps agent behavior analytics accurate and helps support managers separate actual human behavior from technical/UI delivery issues.