Queue Abandonment

Description

The Queue Abandonment Calls and Queue Abandonment Chats reports show the total abandoned calls or chats over a given period of time broken down by the duration of time that a call or chat was in a queue.  A call or chat may be considered abandoned if the contact hangs up or leaves while waiting in queue, or if it undergoes a queue failover (Full Failover, Max Wait Failover, and Overflow Failover).

Preview

Queue_Abandonment.png

 

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the call was abandoned.
End Date Date Yes The end date range of when the call was abandoned.
Queues Multi Select No The name of the queue that the call was routed to.
Queue Groups Multi Select No The name of the group that contains the queue the call was routed to.
Brand Multi Select No The name of the brand that the call was associated with.


Data Dictionary
 

Abandoned Calls / Chats Duration Bar Chart

X-Axis: Bucketed groupings of time duration that was spent in a queue for an individual call or chat (0-15, 16-30, 31-45, 46-60, 61-90, 91-120, 121-150, > 150) in seconds.

Y-Axis: The total number of abandoned calls or chats.

Tooltip: Highlighting a bar on the chart will show the total number of abandoned calls or chats for a specific time duration bucket. 

Abandoned Calls / Chats Duration By Percentage - Pie Chart

Color: The bucketed grouping of time duration that was spent in a queue for an individual call or chat (0-15, 16-30, 31-45, 61-90, 91-120, 121-150, > 150) in seconds.

Angle: The percent of total abandoned calls or chats for each color (grouping of time duration).

Tooltip: Highlighting an area on the chart will show the percent of the total abandoned calls or chats for a specific time duration bucket.

Frequently Asked Questions

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Related Links

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