Queue statistics – Abandoned calls when agents are Away/DND

[Khorny]

Hello,

We would like to request clarification regarding queue statistics behavior in 3CX.

We have identified that calls are marked as “Abandoned” in queue reports even when:

• the agent is in Away or DND status
• the phone does not ring at all

In our case, the system behaves as follows:

• Calls enter the queue
• No agents are available (Away/DND)
• Calls are still counted as Abandoned

This creates a challenge for our customer, as:

• They operate multiple call centers across Europe
• Supervisors use “Abandoned Calls” as a KPI to evaluate agent performance
• Currently, it is not possible to distinguish between:
  • Calls that were truly abandoned by the caller
  • Calls that were not presented to any agent due to status (Away/DND)

From a reporting perspective, this leads to misleading statistics.

Could you please clarify:

1. Is this behavior expected by design?
2. Is there any way to differentiate these scenarios in reports (e.g. separate metric or filter)?
3. Is there any configuration option or workaround to exclude such calls from “Abandoned” statistics?

We can provide additional logs or examples if needed.

Best regards,

 

[VoIPTools]

Any call routed to the queue that was not answered by an agent is considered Abandoned by 3CX. If there are no agents logged into the queue (because their presence is set to Away/DND will immediately be routed to the destination no answer and marked as abandoned. You can, however, control whether the agent is automatically logged out of a queue if, for example, they change their presence to DND. But in answer to your question, yes, what you are seeing is by design.

 

[Khorny]

Thanks for the clarification.

In our case, this creates a challenge for reporting, since “Abandoned” includes calls where no agents were available (Away/DND), not only missed calls.
Is there any recommended way (reports or filters) to distinguish between:

• calls that were not answered because no agents were available
• calls that were actually presented to agents but not answered

Or any report that better reflects actual agent performance (e.g. only when agents were available/logged in)?

Thanks in advance.

 

[VoIPTools]

Well, yes, but this is going to sound self-serving. There is a table that contains a list of abandoned queue calls, but this is only available using our VoIPTools 3CX Exporter tool. In this table it shows why the call was abandoned -- for example, because no agents were available. It also has the wait time, so you can identify those calls where the caller disconnected faster than could reasonably be answered by an agent (1-2 seconds). Our Exporter tool will replicate this information to SQL Server or MySQL on a scheduled basis with the default being every 60 seconds.

Exporter gets you access to the data, but you would need to create the report yourself using PowerBi, Grafana, Crystal Reports, etc... or we would build it for you. What this table does not answer is whether the call was answered somewhere else. For example, if it rolled over to another queue and answered there. We can get that information as well through other tables. We can help with building a report if needed.

 

[KyriacosS_3CX]

As VoipTools mentioned, if you use the data Export functionality you can drill down to that data. Our Grafana templates expose some of the above directly, but I cannot be sure they show things in exactly the manner you want. Whether you prefer to expand on our templates and queries or get someone experienced to build a custom report for you, that would be up to you - but I can confirm the data is there for it.