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. 1—Lowest. 10—Highest. N/A—Call is abandoned before a priority is assigned.
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

You can filter using the following parameter:

Filter parameter	Result
Agent Names	Displays information for the specified agents.

Grouping criteria

None

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