Dropped Calls Report

The Dropped Calls Report looks at data for when callers dropped the call before being connected. This is can broken down into dropped pre queuing and dropped while queueing

Report Customisation Options #

Customisation	Options
Data source	View By: Overview (the default) Dropped Pre Queuing (by Service Number) Dropped While Queuing (by Queue)
Columns	Each of the statistics listed below can be added or removed from the report by managing the columns to include.
Aggregations	The following aggregations can be used to cluster data together when View By: Overview is selected: Overall By Month, By Week, By Day, By Hour, By Half Hour, By Quarter Hour The following aggregations can be used to cluster data together when View By: Dropped Pre Queuing is selected: By Service Number The following aggregations can be used to cluster data together when View By: Dropped While Queuing is selected: By Queue
Filters	The following filters can be applied to the report if View By: Dropped Pre Queuing or View By: Dropped While Queuing is selected: Service Numbers The following filters can be applied to the report if View By: Dropped While Queuing is selected: Queue

Report Output #

The following statistics are available for the View By: Overview option:

Statistic	Description
Total dropped calls	The total number of dropped calls for the company.
Dropped pre queuing	The total number of calls that were dropped at the service number level, before joining a queue.
Dropped while queuing	The total number of calls that were dropped at the queue level. This count includes calls where: The caller dropped the call before being connected to either an agent or a destination (whilst either waiting in a queue or whilst the call was being presented to an agent, without the agent answering) An agent answered the call, but transferred the call to a queue and then the caller dropped the call either whilst the call was being transferred or whilst waiting in the queue to which they were transferred. (It will count as a dropped call for the queue to which the call was transferred.)

The following statistics are available for the View By: Dropped Pre Queuing option:

Statistic	Description
Service number	The service number that was dialled.
Count of dropped calls	The total number of calls to this service number that were dropped before joining a queue.

The following statistics are available for the View By: Dropped While Queuing option:

Statistic	Description
Service number	The service number that was dialled.
Queue	The queue in which the call was held. This row may be duplicated if there are multiple service numbers for this queue.
Count of dropped calls	The total number of calls to this service number that were dropped at the queue level. This count includes calls where: The caller dropped the call before being connected to either an agent or a destination (whilst either waiting in a queue or whilst the call was being presented to an agent, without the agent answering) An agent answered the call, but transferred the call to a queue and then the caller dropped the call either whilst the call was being transferred or whilst waiting in the queue to which they were transferred. (It will count as a dropped call for the queue to which the call was transferred.)

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