- 18 Jul 2025
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In-queue Abandons
- Updated on 18 Jul 2025
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Who should read this article: Administrators, Supervisors
Report on the percentage of calls abandoned by contacts waiting in queue.
Introduction
The Inqueue Abandons (In-queue abandons) report shows the total number of calls that were abandoned while waiting in a queue. These are calls where the contact hung up before being connected with an Agent.
This key Queue performance metric helps identify potential service issues. A high number of abandons in a queue may indicate insufficient staffing or longer-than-acceptable Agent handling times.
Configuring the report
General section
Use the Wait time threshold (sec) field to include only calls that were terminated after the specified number of seconds.
Assigned queue section
The report aggregates the abandons metrics by queue.
Use the Queue menu to select the queue to report on.
Schedule
This report can be scheduled for automatic delivery to one or more email addresses. For details, see Historical reports overview.
Run report
To run a one-time report, select the reporting date and click Generate report. You can choose to save the current configuration for future use.
See Historical reports overview for more details.
Results
Results are displayed in a table and can be exported as a CSV file for external processing. For each day of the specified time interval, the table displays the following parameters and totals for each parameter:
- Date
- Total calls
- Answered calls
- Abandons
- Abandoned Calls
- Total