21 Abandoned Calls - Only 2 Shown in Queue

[Shadragon]

Hi There,

Can anyone explain why 21 calls show up in the queue stats, but there's only 2 that show up beside an agent? That means 19 "abandoned" calls are unaccounted for.

This is throwing off the wall board stats and the call center managers want this fixed ASAP.

Thanks.

 

[nenglish]

This is working as intended. Agents only get charged with an abandoned call if the queue call rings their extension and they fail to answer it. However if they are already on a call then the queue will not try to connect a call to them. The queue gets charged an abandoned call if the caller hangs up before reaching an agent. Thus if a caller is waiting in the queue, all agents are busy, and they hang up, the queue gets the abandoned call (but not any of the agents).

There's no way to "fix" this because queue abandoned calls and agent abandoned calls are measuring two different things.

• Queue abandoned calls - Callers gave up before being connected to an agent.
  • If your abandoned percentage is too high then either you need more agents in the queue and/or train your agents to be more efficient (if they can lower lower their talk time then they will be available to service more calls).
• Agent abandoned calls - The agent failed to answer the queue call and it was sent back to the queue (or another agent if someone is available).
  • Individual agents with a large number of abandoned calls are simply not picking up their phone when it rings. Maybe they went to lunch/break/bathroom and forgot to log out of the queue. It's also possible they are lazy and not doing their job.

 

[YiannisH_3CX]

Hello @Shadragon

As @nenglish correctly mentioned the 2 values measure 2 different things.
The Queue abandoned calls measures the amount of calls that came into the queue but were not answered at all or were transferred out of the Queue. So if a caller hanged up before an agent answered the call then that is an abandoned call. Or if a caller reached the timeout of the Queue and was transferred out of the Queue then that is also an abandoned call. Also if the call was picked up by an agent by using *20* or by transferring the call to an agent then that is also an abandoned Queue call as the call was transferred away from the Queue.

The agent abandoned calls occur when an agent actively rejects the call when the extension is being polled.

 

[Shadragon]

Thank you both. I passed this onto the Management team for their consideration.

 

[YiannisH_3CX]

Glad we could assist