Solved 3CX Web Client - Abandoned Call Queue Question

[ipt_dude]

See attached screen capture.

When I log into my 3CX webclient and select panel and use the drop down arrow in the upper right hand corner to view a specific call queue, the upper right side of the window shows a panel containing the agents in that queue. For each agent extension, there is a "green" arrows and it is "Answered calls" and there is a "red" arrow that is "Abandoned calls".

I am aware that the queue itself provide reporting on "abandoned calls" being calls in which the CALLING party hung up and also queue calls which exceeded the "destination if no answer" timer and were routed to voicemail, for example.

For both of those types of "abandoned" calls - they were never delivered to an agent. But it appears that for the "red" arrow value for each agent, these are "abandoned" by the agent.
How exactly would an agent do that - that results in this "red" arrow value to increment? How can an agent "abandon" the queue call?

TIA

 

[ChrisC_3CX]

That counter increments for an agent whenever a call, that's currently polling him, gets marked as abandoned. Essentially meaning, that agent was the last to ring before the call was considered abandoned.

It will also increment whenever an agent declines an incoming queue call poll, regardless of whether that call eventually gets answered or not.

 

[ipt_dude]

That counter increments for an agent whenever a call, that's currently polling him, gets marked as abandoned. Essentially meaning, that agent was the last to ring before the call was considered abandoned.

It will also increment whenever an agent declines an incoming queue call poll, regardless of whether that call eventually gets answered or not.

Thank you. We just confirmed this by testing on our Yealink T27G phones - an incoming call was polling and agent extension and they hit the "REJECT" button and I saw the "abandoned call" value with the red arrow increment.