(Graph) Abandoned Call Profile Report

This graph plots the number of abandoned calls during each specified interval of a specified date range. An abandoned call occurs when a call is on hold while it is alerting on a queue and the caller disconnects. The caller perceives the call is on hold. You may also define an abandoned interaction as when an interaction enters an INACTIVE state without first entering CLIENT_CONNECTED state while on a queue. This graph sorts abandoned calls by queue name and includes a summary graph page named Grand Total Sum All Queues.

Parameters

You specify the range of date times, activity times, site IDs, and workgroup queues as parameters. You can specify all or part of a day in the time range. You can specify if you want to see detail or summary and if want to print the graph.

If you run this report for a 24 hour period with intervals less than the default of 30 minutes, it could result in too much information on the horizontal axis, thus making it difficult for you to read the report.

Each line in the data represents one interval, or in this case thirty minutes (1800 seconds) by default.
 

Report Log Tables	Interaction Administrator Unique Report Identifier
WrkgrpQueueStats	GRAPH_ABANDONED_CALL_PROFILE_NAME

 

Report Element	Report Field or Value	Field or Value Description
Queue	CName	The name of a queue in the specified range.
Intervals (horizontal axis)	DIntervalStart	The activity intervals for recording call data, shown under the bottom of the graph. The default is 30 minute intervals, but the time interval is controlled by the WorkgroupQueueReportingInterval server parameter in Interaction Administrator.
Number of calls abandoned (vertical axis)	NAbandonedACD	A sum of the number of calls abandoned while on hold while alerting on a queue, in each interval.

Record Selection Criteria

{WrkgrpQueueStats.dIntervalStart} in {?StartDateTime} to {?EndDateTime}) and

{@DateTimeToTime} in {?StartActivityTime} to {?EndActivityTime} and

{WrkgrpQueueStats.cType}="W" and

{WrkgrpQueueStats.cReportGroup} = "*" and

{WrkgrpQueueStats.SiteId} in {?StartSiteId} to {?EndSiteID} and

{WrkGrpQueueStats.cReportGroup} <> "-" and

( IsNull({WrkGrpQueueStats.cHKey3}) or {WrkGrpQueueStats.cHKey3} = "*" or {WrkGrpQueueStats.cHKey3}

= "" ) and

( IsNull({WrkGrpQueueStats.cHKey4}) or {WrkGrpQueueStats.cHKey4} = "*" or {WrkGrpQueueStats.cHKey4}

= "" ) and

{WrkgrpQueueStats.cName} in {?StartQueueName} to {?EndQueueName}