Generate a Queue Abandoned Calls Report

To view an Abandoned Calls Report for a queue you can configure a Queue Report that shows statistics about particular call queues including the level of calls abandoned and much more.

Abandoned or Unconnected Call Reports show the total number of calls not connected to agent or did not reach another connected endpoint (such as an external contact or voicemail).

Create an Abandoned Call Report #

1. Navigate to Data → Reports
2. Either Load a report or click New to create a new report
3. In the Report Type drop-down, select Call Data Reports
4. In the Report Sub Type drop-down, select Queue Report
5. In the Queue drop-down, select the queues you want to include in the report
6. In the Columns drop-down, select Calls Not Connected and choose your preferred timings
7. Configure the time range the report looks at. There are multiple ways to do this:
   • Configure days/weeks/months/quarters by selecting the relevant time period on the calendar
   • Enter the required time range using the Start and End fields, dates can be entered in DD/MM/YY or DD/MM/YYYY format
   • Select one of the pre-defined time range buttons (Today/This Week/Last Month etc)
8. If required, apply a Day and Time filter:
   • Change the days by ticking the days you want to include in the report
   • Enter the Start and End time
9. Select the Aggregations from the dropdown list
   • The options will depend on the report sub type
   • If you select By Hour as the aggregation and the report spans multiple days, you can choose to show hourly stats for each day or combine all days into one 24-hour view by ticking Group By Hour. For hourly aggregation, the maximum date range is 7 days.
10. In the Advanced section, specify a Minimum Call Length (Seconds) and a Service Level Target (Seconds)
11. Apply further Filters to refine the report statistics
12. Click Save or Preview Report

The Report will be Saved or Previewed.