In-queue Abandons

Who should read this article: Administrators, Supervisors

Monitor the percentage of inbound calls that were abandoned after reaching a queue.

Introduction

The In-queue Abandons widget (In-queue abandons) displays the percentage of inbound calls that were abandoned—ended by the caller—after reaching a queue but before being connected to an agent.

The main digit display shows the percentage of calls abandoned in the last 15 minutes (1). Additional values include the total number of In-queue abandons (2) and the Total inbound calls (3) during the same time window.

Click Historical report (4) to open the In-queue Abandons report in a new tab. The selected queues and time range from the widget are passed to the report. Choose a date and time range, then click Generate report.

Setup

General tab

On the In-queue Abandons settings panel, under the General tab, enter a name for the widget to clearly identify what it is monitoring.

Set a Max wait time threshold—the maximum amount of time calls should wait in queue before being connected to an agent. If this threshold is exceeded, the main digit display in the widget is shown in red.

Queues tab

On the Queues tab of the In-queue Abandons settings panel, select one or more queues to monitor in the widget.