Any call that is not serviced by an agent in the first queue that it hits.
This will include Max-Wait Failovers, Failovers, Hang-ups (Abandoned), and Leaves.
If a call is first serviced by an agent, and then transferred to a different queue, where that person fails over, this is NOT an abandoned call because the caller was serviced by an agent in the queue at least once.
Call abandonment does not equal queue abandonment. If a call is answered even though the call has gone through multiple queues it is not considered abandoned. If a call fails over in a queue we will consider that call as queue abandoned in that particular queue.