Abandoned Call Detail Activity Report
The Abandoned Call Detail Activity Report presents information about calls that are abandoned.
Charts
The following chart is available:
Chart name |
Description |
---|---|
Calls Abandoned Each Day by Final Call Priority |
Displays the number of abandoned calls and the final priority of these calls in a day. |
Fields
The report includes a table that displays the following information:
Field |
Description |
---|---|
Call Start Time |
Date and time the call leg starts. |
Called Number |
Telephone number that the caller dials. |
Call ANI |
Originator's telephone number. (ANI = Automatic Number Identification) |
Initial Call Priority |
Priority that is assigned to the call by Unified CCX workflow when the call is received. To view the list of call priorities and their descriptions, see Call Priority. |
Call Routed CSQ |
Contact Service Queue (CSQ) to which the call is queued. |
Agent Name |
Agent who is presented with the call before it is abandoned. |
Call Skills |
Skills that are associated with the CSQ to which the call is routed. |
Final Call Priority |
Priority of the call when it is abandoned. |
Call Abandon Time |
Date and time the call is abandoned. |
Time to Abandon |
Elapsed time between the time the call comes to the system and the time it is abandoned. Summary info—Average abandon time of all calls. |
Filter Criteria
Filter parameter |
Result |
---|---|
Agent Names |
Displays information for the specified agents. |
Grouping Criteria
None