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/Unified ICM
tracks the abandon counts for each of these abandon types separately. The time these abandoned calls spend before abandoning is also tracked.
The value represented by the Aban column on the call type reports provides total abandon count for the call type. This value includes:
Calls that abandoned while at the VRU (prompting or self-service)
Calls that abandon in queue
Calls that abandoned while ringing at the agent's phone or en route to the agent's phone
This value derives 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 derives from Call_Type_Interval.CallDelayAbandTime /
To separate information gathering and queuing statistics, you can
also determine how much time a call spends 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—For example,
Queue_Call_Type. The call is queued.
After 15 seconds waiting in queue, the call is abandoned.
In this case, the total time the call spends before abandoning is 45 seconds. However, the time the call spends in the
"Queue_Call_Type" where the call abandoned is15 seconds. The
call type statistics for the
"Queue_Call_Type" are updated as follows:
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