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).
|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.|
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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