Abandoned Call Report

An Abandoned Call Report displays the actual information about calls that were abandoned.

The procedure below describes how to generate an Abandoned Call Detail Report.

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To generate an Abandoned Call Report:

Open the Abandoned Call Report page (Reports > Interaction Center Reports > Voice Reports > Abandoned Call Report); the following appears:

Select the appropriate filter fields:

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Date From: Defines this report for a specific time range.

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Date To: Defines this report for a specific time range.

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Queue Name: Defines information that is related to a specific queue name or ‘Any’ to show statistics for all call queues.

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Called Number: Defines information that is related to a specific destination number.

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Called ANI: Defines information that is related to a specific source number.

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Timezone Display Mode: Defines this report in different time zones. The time zone of calls can be one of the following options:

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Tenant time zone: Defines the information in this report based on the tenant configured time zone.

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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings.

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Local time zone (Web): Defines the information in this report on the browser local time zone.

The following is a description of the report fields.

Field	Description
Call Start Time	Defines the date and time that the call started.
Called Number	Defines the telephone number that was dialed by the caller.
Call ANI	Defines the originator’s telephone number ANI (Automatic Number identification).
Call Routed Queue	Defines the queue to which the call is queued.
Call Abandonment Time	Defines the date and time the call was abandoned.
Time to Abandon	Defines the elapsed time between the time the call comes to the system and the time it is abandoned.

Click Generate to generate the report; click Export CSV to export the report in CSV format.