What is Track's Definition of an Abandoned Call?

Definition of Abandoned:

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 failsover, 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 through the call has gone through multiple queues it is not considered abandoned. If a call failsover in a queue we will consider that call as queue abandoned in that particular queue.

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