Abandoned Channel By Day

This report displays abandon statistics for each channel by day. Only days and channels that had abandons are included.

This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page.

Build the Abandoned Channel By Day report:

1. Go to Reporting > Historical Reporting.
2. In the sidebar, click Analysis
3. From the Select Data drop-down menu, select the Abandoned Channel By Day data set.
4. Click Ok and the table will load displaying the report data.

Sample Report

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This table describes each column in the Abandoned Channel by Day report:

Name	Type	Description
Tenant Name	Attribute	The name of the tenant that the agent was logged in to.
Date	Attribute	The date in your tenant's timezone and in month, day, and year (mm/dd/yyyy) format.
Channel	Attribute	The communication medium of the interaction. For example, voice, SMS, messaging, or email.
Abandons	Measure	The total number of calls that were disconnected by the caller without being accepted by an agent. This includes interactions that disconnected before and after entering a queue. This Abandons value is the sum of IVR Abandons and Queue Abandons.
IVR Abandons	Measure	The number of interactions that disconnected before entering a queue.
Queue Abandons	Measure	The total number of calls that entered a queue and disconnected without being accepted by an agent.
Avg Abandon Time	Measure	The average amount of time that calls waited in a queue before disconnecting without being accepted by an agent. Avg Abandon Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).
Max Abandon Time	Measure	The maximum amount of time that a call waited in a queue before disconnecting without being accepted by an agent. Max Abandon Time is formatted in days, hours, minutes, and seconds (dd:hh:mm:ss).

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