The Abandoned Calls report provides a detailed list of all calls abandoned from a queue.
From: Start date; can include date and time in the format 06/30/2020 09:00
To: End date; can include date and time in the format 06/30/2020 17:00
Abandon Secs: The minimum wait time to be included in the report. If this is set to 30 seconds, all calls that wait 29 seconds or less are excluded from the report.
Queues: A list of all queues, including queue groups, if created.
Include non-active queue: Adds all deleted queues to the list.
Send To: Emails the report in PDF format to any address entered here.
Origination Date: Date and time the caller reached the contact center.
Origination number: The caller’s phone number.
IVR: The IVR the caller navigated through to reach the queue. If a caller is transferred to a queue by an Agent and then abandoned, the IVR shows the original IVR that the caller used to reach the contact center.
Queue: The name of the queue from where the caller was abandoned.
Queueing Time: The time the caller entered the queue.
Dequeuing Time: The time the caller was abandoned from the queue.
Wait Time: The wait time of the caller. Calculated as the difference between the Queueing Time and the Dequeuing Time.
Total Calls From DID: The total amount of times this caller called the contact center during the time frame of the report.
Total Times Handled: The total number of calls handled by the queue during the time frame of the report. This includes calls live-answered by Agents, successful voicemails, callbacks registered, and caller who were forced-dequeued.
The CSV matches the PDF in this report.