One of the most critical metrics affecting customer satisfaction in call center operations is the "answer rate." The Abandoned Calls from Queue Report is an analysis screen detailing calls that entered the queue but ended before connecting to a customer agent, as well as the callback operations performed for these calls.
Important Note: For this report to generate data, the "Abandoned Call Tracking" feature must be enabled in the relevant queues.
Purpose and Features
The primary purpose of this report is to identify customers who terminated the call while waiting in the queue and to measure the performance of callbacks made to these customers.
Key Features:
Loss Analysis: Helps you analyze customer waiting times on the line and at what stage they abandoned the call.
Callback Tracking: Tracks whether the abandoned call was returned by the business.
Status Differentiation: Differentiates the call status to show whether the call was simply abandoned, if the customer called back again, or if the agent returned the call.
Benefits
The main value additions provided by the Abandoned Calls from Queue Report to operational processes are:
Customer Satisfaction Management: Customer loss can be prevented by measuring how quickly unanswered customers are called back.
Operational Intensity Analysis: Increased numbers of abandoned calls during specific hours indicate time slots where workforce planning is insufficient.
Performance Auditing: It can be clearly reported whether customer agents called the customers falling into the abandoned call pool and the result of these calls (reached/busy, etc.).
Repeat Call Detection: Insights into customer patience and urgency are provided by observing whether the customer called again on their own before being called back.
Report Filters
The following filtering options are used to view specific data in the report:
Number: Lists abandoned call records belonging to a specific phone number.
Date: Determines the time range (Start - End) the report will cover.
Queue: Selects which specific queue (department) the abandoned calls will be listed for.
Status: Filters the abandoned call status:
• Abandon Call: Abandoned call with no action taken yet.
• Called Back: Call returned by the agent.
• Repeat Call: Situation where the customer called again without being called back.
Report Columns
The columns included in the report contain details of the abandoned call and, if applicable, data regarding the callback process:
Column Name | Description |
Caller Number | Shows the phone information of the customer who entered the queue and hung up without an answer. |
Call Date | The date and time information when the abandoned call occurred (entered the system). |
Queue | Shows the queue information where the call waited but could not be answered. |
Status | Indicates the current status of the call: • Abandon Call: Abandoned call. • Called Back: Callback performed. • Repeat Call: Same number called again. |
Callback Date | The date and time information when the agent returned the call to the customer. |
Time to Callback | The duration information showing how long after the call was abandoned that it was returned. |
Callback User | Shows the name and surname information of the customer agent who performed the callback. |
Callback Result | The technical result of the callback made by the agent: • Answer: Customer answered the call. • Busy: Customer's line was busy. • Cancel: Agent started the call but hung up before an answer (or customer did not answer). |
Usage
Navigate to Reporting > Call > Queue > Abandoned Calls from Queue Report.
Click the "Create" button to open the filter options.
After making your filtering selections, click the "Create" option to generate the report.
You can then export the report by clicking the "Download" button.
