# Monitor missed calls and unassociated interactions

The Interactions section of the Manager Dashboard tracks two types of communication gaps: inbound calls that went unanswered and interactions that have not been linked to a borrower or case. Use these pages to ensure no borrower communication falls through the cracks.

**Availability:** All clients
**Required permissions:** `managerdashboard:read` (to access)

## View missed calls

From the [Manager Dashboard](/servicing-operations/agent-portal-crm/crm-manager-overview) sidebar, select **Interactions** > **Missed Calls**. The page displays a table of inbound voice calls that were not answered.

| Column | Description |
|  --- | --- |
| **Interaction ID** | The unique interaction identifier. |
| **Called at** | The date and time the call was received. |
| **Wait time** | How long the call rang before being missed. |
| **Caller** | The name of the caller, if identified. |
| **Affiliation** | The caller's relationship to a borrower account (e.g., self, spouse, authorized contact). |
| **Type** | The type of inbound call. |


The table displays 25 records per page.

### Filter missed calls

Select the filter controls above the table to narrow results by:

| Filter | What it matches |
|  --- | --- |
| **Date range** | A date range for when the call was received. Defaults to the last 7 days. |


## View unassociated interactions

From the sidebar, select **Interactions** > **Unassociated Interactions**. This page shows inbound interactions that have not been linked to a borrower or case.

| Column | Description |
|  --- | --- |
| **Interaction ID** | The unique interaction identifier. |
| **Created At** | The date and time the interaction was created. |
| **Interaction Age** | How long the interaction has been unassociated. Helps prioritize older items. |
| **Contact** | The contact information from the interaction (phone number, email, etc.). |
| **Channel** | The communication channel: email, voice, text, or web chat. |
| **Direction** | Whether the interaction was inbound (from borrower) or outbound (from agent). |
| **Created By Agent** | The agent who created or first handled the interaction, if any. |
| **Last Task Completed By Agent** | The agent who most recently completed a task related to this interaction. |


The table displays 25 records per page. Select the column management icon to show, hide, or reorder columns.

### Sort unassociated interactions

Select any column header to sort the table by that column. Select the same header again to reverse the sort direction. Sorting by **Interaction Age** helps prioritize the oldest unlinked interactions.

**Note:** Both pages are read-only monitoring views. To associate an interaction with a borrower or case, navigate to the borrower's case detail page and link the interaction from there.

## Related pages

- [Manager Dashboard](/servicing-operations/agent-portal-crm/crm-manager-overview)
- [Monitor uncompleted tasks](/servicing-operations/agent-portal-crm/crm-manager-tasks)
- [Monitor open escalations](/servicing-operations/agent-portal-crm/crm-manager-escalations)