Abandoned Call Count

This value displays the total number of calls that were abandoned for the selected group(s) during the given time frame.

Note: When using the abandoned call count value in a Realtime wallboard, the default length of call is ten seconds. This means that the value will only count calls that were at least ten seconds long. This can be adjusted to the desired time threshold.

Abandoned Call: An abandoned call is defined as any inbound call that does not end in a talking, voicemail, callback scheduled event. Additionally, abandoned calls can be calls that were at one point answered.

Column Descriptions

Call

Displays the call's Call ID. A Call ID is an ID number that corresponds to the calls within the database.


Caller ID

The text displayed when the caller calls (e.g., Xima Software).


Internal Party

Shows the phone number of the internal party associated with this call. In the case of this report, this shows the dialed party number.


External Party

Shows the phone number of the external party associated with the given phone call. In the case of this report, this shows the calling party number.


Final Hunt Group

Shows the last Hunt group that was associated with the given call.


Final Agent

If an agent was involved with the call, this shows the last agent that was associated with an event in the given call.


Final Event

Shows the last event that was associated with the given call. This field excludes drop events. In the case of abandoned calls, this will be any event other than a talking or voicemail event (i.e., hold, park, queue, ringing, etc.).


Answered

Shows a check mark if the given call was answered; shows blank if the call was not answered.

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Answered Abandoned Calls

Abandoned calls can be calls that were at one point answered. For example, if the receiving agent answers the call, then places the calling party on hold and the calling party hangs up while in the Hold state, this would be considered an abandoned call. Again, this is because it ended in an event other than a talking or voicemail event.


Date

Shows the date that the given call started. (Format: 21 Apr 2018)


Start Time

Shows the time that the given call started. (Format: 17:13:37)


End Time

Shows the time that the given call ended. (Format: 17:13:37)


Call Duration

Shows the entire amount of time between when the call started and ended. This is how long the call lasted.