Abandoned Calls

This is a detailed report for the abandoned calls on the Queues and their respective cause. Below, you can see a graph, we got to take into account that the possible causes for abandoned calls are the following:

• Caller Abandoned, means that the caller did not want to continue waiting in Queue, and hung up.

• Exit With Timeout, means that the caller waited the maximum timeout time configured on the Queue, and Queue sent the call to its final destination.

• Exit With Key, means that the caller pressed a key to leave the Queue and take an alternative to their query. This happens when you configure an IVR with a message letting the caller know they can leave the Queue at any time to go elsewhere.

• Exit With Empty, means that when the caller entered Queue there were no agents available and their call was rejected.

Next, we will see a table with the details of the abandoned calls with the following information:

• Date, date and time of the abandoned call.

• Queue, Queue where the call was abandoned.

• Caller, caller’s phone number.

• Position, caller’s position when they abandoned the call.

• Disconnection, cause for abandon from the caller.

• Wait, time the caller was waiting on Queue

It is possible to see the detail of the events for the abandoned calls by pressing the plus (+) symbol in front of the date.

It is also possible to see if this call was answered later the same day by pressing the phone icon () that is to the right of each call.