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Reporting on Abandoned calls

When a call comes into the queue and the next available agent does not answer, the call is then sent back into the queue. When this happens, is this considered an abandoned call? And will this show up in reporting as the agent having abandoned the call?

Thanks,

Robb

2 REPLIES
Bronze

Re: Reporting on Abandoned calls

The definition of Abandoned Calls are,

For ICD calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected.

For IVR calls, a call is abandoned if it does not get past the workflow step that sets the handled flag.

Hope this helps

Regards

Venkat

Silver

Re: Reporting on Abandoned calls

Three different scenarios which treat the call as abandoned.

1. For ICD calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected.

2. Abandon call with an Agent Name - Means an Agent was selected, but before they could answer, the caller hung up.

3. For IVR calls, a call is abandoned if it

does not get past the workflow step that sets the handled flag.

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