Abandoned Calls
Every abandoned call for the selected time frame, with the final agent, final event, and call duration.
The Abandoned Calls report lists every abandoned call for the selected time frame — an inbound call that ended in something other than a Talking or Voicemail event, most often while ringing or waiting in queue. It is a Call row type Record-Level report. A call can be abandoned even after being answered once, if it was later transferred to a second queue and ended there; that call still shows True under Is Answered.
Report Columns
| Column | Definition |
|---|---|
Call | The Call ID associated with the call, searchable in Cradle to Grave. |
External Number | The phone number of the external party on the call. |
Final Agent | The name/extension of the last agent associated with an event in the call, if any. |
Final Event | The last event associated with the call, excluding Drop events. |
Is Answered | Whether the call included a Talking event with an agent. |
Date | The date the call started. |
Start Time | The date and time the call started. |
Call Duration | The total duration of the call, from start to end. |
Abandoned vs. MissedSee Abandoned Calls vs. Missed Calls for how an abandoned call differs from a missed call.
Updated 8 days ago