Are Abandoned stats recorded prior to arriving at a queue?

[Timmmeh]

Hi,

I have a query from a customer who has an IVR that routes to several queues. I can see the report for abandoned stats that shows the abandoned calls for each queue, but if a caller hangs up during the IVR message before choosing an option and being routed to a queue, does that call get registered as abandoned or do abandoned calls only start being recorded once the call is in the queue?

Thanks.

 

[YiannisH_3CX]

Hello @Timmmeh

Please note that an abandoned call is registered only if a caller has reached a queue. If the call is dropped while still in the Digital receptionist then there is no abandoned call.

 

[Timmmeh]

Thank you @YiannisH_3CX , that's what I expected the answer to be. Thanks for confirming. Disappointing that this doesn't register as an abandoned call (our client is understandably not happy about this behaviour), but at least it's a speedy response. Thanks.

 

[VoIPTools]

You can build a report for this yourself using the 3CX CDR files. In the CDR it lists the call chain. If the call lists the Digital Receptionist in the chain but doesn't list the queue, then you know the caller hung up in the Digital Receptionist. You will need to configure 3CX to create the CDR files: Settings --> CDR.

If you need help automating the parsing of the CDR files, I encourage you to take a look at our Exporter add-on which can automatically process the text files and put the data into a SQL / MySQL database.

 

[YiannisH_3CX]

Thank you @YiannisH_3CX , that's what I expected the answer to be. Thanks for confirming. Disappointing that this doesn't register as an abandoned call (our client is understandably not happy about this behaviour), but at least it's a speedy response. Thanks.

Since the call does not reach a queue then it cannot be counted as an abandoned queue call. I think if it did, it would create a lot of confusion especially if a system has multiple queues and other destinations the caller can select. You can however create a report and see the terminated calls.

 

[Timmmeh]

Yes, I understand @YiannisH_3CX, 'Abandoned call queue' vs abandoned/dropped/hung-up by the caller prior to entering a queue. I guess if the caller can't wait long enough to make a choice and press a button to enter a queue, then they're not worth counting.

Thanks.

 

[Timmmeh]

You can build a report for this yourself using the 3CX CDR files. In the CDR it lists the call chain. If the call lists the Digital Receptionist in the chain but doesn't list the queue, then you know the caller hung up in the Digital Receptionist. You will need to configure 3CX to create the CDR files: Settings --> CDR.

If you need help automating the parsing of the CDR files, I encourage you to take a look at our Exporter add-on which can automatically process the text files and put the data into a SQL / MySQL database.

Thanks Matthew. We have a dev team that I think have run reports using this data previously so I'll speak to them.

 

[YiannisH_3CX]

Glad we could assist