What constitutes an Abandoned Call from a queue?

Hi all,

Looking at some queue stats I see a lot of abandoned calls and I am wondering what constitutes an abandoned call, or what qualifies a call as ‘abandoned’?

Is it any waiting caller that has hung up or disconnected? What if the caller reaches a queue time out, and goes to a failover destination? What if they choose an option from a periodically announced IVR (eg, if they go to Voicemail), is this abandoned?

Thanks to anyone that can clear this up. I haven’t had any luck finding out much information about queue stats and what they actually mean…

Seems like an abandoned call is any call that exits the queue for any reason other than being answered by an agent.