I'd like to request a feature to add granular reporting capabilities for inbound calls that fail to connect to an agent.
Currently, as shared by Mohib on the 9/21/26 change-log: โ
โUntil now, an outbound call that didn't connect showed a generic result, so teammates couldn't tell whether the number was wrong, the line was busy, or the call was blocked.
Calls that don't connect now show a specific reason on the conversation: invalid number, line busy, declined by recipient, blocked by carrier, or region not permitted. If a call can't be placed at all, the teammate who dialled sees a message explaining why.โ
While it's great that Intercom captures this behavior at the individual conversation level, we currently lack the ability to analyze these specific disconnect reasons at scale. Granular reporting capabilities for each of these reasons would be impactful.
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