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Number of Calls Abandoned

Definition

For the contact center - The number of calls abandoned during the monitored period.

For a service - The number of calls associated with the selected service that were abandoned during the monitored period.

This statistic excludes interactions derived from transfers.

Calculation

Ivanti Voice increments the value of this statistic for the entire contact center as well as the service associated with the interaction when one of the following occurs:

•When an interaction changes from the Queued state to the Completed state after the Abandon Threshold expires.

•When an interaction changes from the Queued state to the Delivery Pending state, then to the Completed state after the Abandon Threshold expires.