Before running this report, it is necessary first to understand the definition of an 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. For example, if the receiving agent answers the call, then places the calling party on hold, then the calling party hangs up while in the hold state, this would be considered an abandoned call. Again, because it ended in an event other than a talking or voicemail event.

Group abandoned call count refers to calls that fit that same description but that were abandoned while the call was in that specific group.

This report is a Detailed report. As a Detailed report, each line on the report will represent one individual call and will provide details for each call. (To see a group's calls in full detail, click "open," which is located at the end each group's column.) Each line provides a Call ID. The Call ID is a number that is associated with the call in the Chronicall database. It is a very useful number as once the report is run, you can copy the Call ID for any call found on the report, take it to Cradle to Grave for the same timeframe, paste it in the Quick Search tool (look for the magnifying glass icon in the top left-hand corner of Cradle to Grave), and it will take you directly to the call. This will then allow you to see the detailed events of the call.

In addition to being a Detailed report, it is sub-grouped by groups. This means that the report will be broken down into an individual mini-report for each of the selected groups. You will then easily be able to see which calls are associated to which groups.

Note: When using the abandoned calls 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.