In-queue Abandons

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