There are three types of abandon metrics: abandon at the VRU (prompt
or self service), abandon in queue, and abandon at the agent.
Unified CCE /CC tracks the abandon counts for each of these abandon
types separately. The time spent by these abandoned calls before abandoning is
The value represented by the Aban column on the call type reports
provides total abandon count for the call type, which includes calls that
abandoned while at the VRU (prompting or self service), calls that abandon in
queue, and calls that abandoned while ringing at the agent's phone or en route
to the agent's phone. This value is derived from the TotalCallsAband database field.
Reports also provide average time spent by these abandoned calls in
the Avg Aban Delay Time field. This field represents the average delay time of
all abandoned calls that ended in this call type during the current interval.
This value is derived from Call_Type_Interval.CallDelayAbandTime /
To separate information gathering and queuing statistics, you can
also determine the time spent by a call only in the call type where the call
abandoned. This value is tracked in the CTDelayTotalAbanTime database field. It
includes only the time spent in the call type where the call abandoned and not
all call types.
Consider this example:
A call spends 30 seconds in the information gathering call type,
The script then changes the call type to the queuing call type—say
Queue_Call_Type—and the call is queued.
After 15 seconds waiting in queue the call is abandoned.
In this case the total time spent by the call before abandoning will
be 45 seconds. However, the time spent by the call in the
"Queue_Call_Type" where the call abandoned will be 15 seconds. The
call type statistics for the
"Queue_Call_Type" will be updated as follows:
CallDelayAbandTime = 45 seconds
CTDelayTotalAbanTime = 15 seconds.
You could write custom reports to able to report on the different
abandons and the time spent by these abandons. To determine the counts and the
time associated with the abandoned calls, for calls in the script, or at the
VRU (prompt or self service), subtract Agent Abandons and Queue Abandons from