In-queue Abandons
    • 18 Jul 2025
    • 2 Minutes to read
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    In-queue Abandons

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    Article summary

    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

    Reporting Create Report In-queue Abandons

    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

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