Average Call Abandon Time
For the contact center - The average time callers spent in queue before disconnecting during the monitored period.
For a service - The average time for which calls associated with the selected service were in queue before the caller disconnected during the monitored period.
This statistic excludes both interactions derived from transfers and short abandoned interactions (refer to SME Configuration).
When an interaction changes to the Completed state from the Queued or Delivery Pending states, Ivanti Voice determines if the interaction was abandoned. If the interaction was abandoned, Ivanti Voice increments the total count of abandoned interactions during the monitored period and performs the following equation for the entire contact center:
Ivanti Voice also increments the total count of abandoned interactions associated with the service during the monitored period, and performs the following equation for the associated service: