Call Type Abandon by Interval

This report focuses on wait times for calls that were abandoned by the customer before an agent could answer. The report measures wait times for each call type, and rather than simply showing an average wait time or a maximum wait time, this report counts the number of abandoned calls which fell into each interval bucket (as defined within Unified CCE). For example – how many customers waited for 10 minutes or longer before abandoning? How many of the customers who abandoned did so within 30 seconds, or even 8 seconds?

There are daily, weekly, monthly & intra-day versions of this report, which break down the data by call type & interval. This report uses a Call Type parameter set. It may be found in the following path: Root > Reports > Voice Reports for Cisco > {time interval}.

The report is based on the Calls by Call Type model and includes the following columns.

Calls Offered

The number of calls offered to the Call Type during the reporting period.

Abandon Interval 1

The number of calls abandoned within interval 1. the report intervals are defined within UCCE (for example, interval 1 may be 0-8 seconds). 

Note: Call Abandons are not counted if the call was abandoned after being routed to an ACD, unless the call was translation routed.

Abandon Interval 2

The number of calls abandoned within interval 2. the report intervals are defined within UCCE (for example, interval 2 may be 9-30 seconds).

Abandon Interval 3

The number of calls abandoned within interval 3. the report intervals are defined within UCCE (for example, interval 3 may be 31-60 seconds).

Abandon Interval 4

The number of calls abandoned within interval 4. the report intervals are defined within UCCE (for example, interval 4 may be 61-90 seconds).

Abandon Interval 5

The number of calls abandoned within interval 5. the report intervals are defined within UCCE (for example, interval 5 may be 91-120 seconds).

Abandon Interval 6

The number of calls abandoned within interval 6. the report intervals are defined within UCCE (for example, interval 6 may be 121-180 seconds).

Abandon Interval 7

The number of calls abandoned within interval 7. the report intervals are defined within UCCE (for example, interval 7 may be 181-300 seconds).

Abandon Interval 8

The number of calls abandoned within interval 8. the report intervals are defined within UCCE (for example, interval 8 may be 301-600 seconds).

Abandon Interval 9

The number of calls abandoned within interval 9. the report intervals are defined within UCCE (for example, interval 9 may be 601-1200 seconds).

Abandon Interval 10

The number of calls abandoned within interval 10. the report intervals are defined within UCCE (for example, interval 10 may be greater than 1200 seconds).