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…