Abandoned Calls
Before running this report, it is necessary first to understand the definition of an abandoned call. An abandoned call is an inbound call that does not end in a talking or voicemail event. This could be any call ending in a hold event, queue event, ringing event, park event, etc.
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 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.
The Abandoned Calls report is a Group report and provides a detailed list of each call that was abandoned for a specified time frame.
Furthermore, as a Detailed report each line on the report will represent one individual call and will provide details for each call. 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 useful number because 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 time frame, 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.
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 a user was involved with the call, this shows the last user 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.
Answered Abandoned Calls
Abandoned calls can be calls that were at one point answered. For example, if the receiving user 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.
Updated almost 5 years ago