One of the most critical metrics affecting customer satisfaction in call center operations is the "answer rate". The Abandoned Calls from Queues report details calls that entered the queue but ended before connecting to an agent, as well as the callback operations performed for these calls.
Menu path: Reporting > Call > Queue > Abandoned Calls from Queues Report
Before you start: 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, whether the customer called back again, or whether the agent returned the call.
Benefits
The main benefits the Abandoned Calls from Queues report provides 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: You can clearly report whether agents called the customers in the abandoned call pool and the result of these calls (reached/busy, etc.).
Repeat call detection: Observing whether the customer called again on their own before being called back provides insights into customer patience and urgency.
Report filters
Use the following filtering options to view specific data in the report:
Filter | Description |
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: |
Report columns
The columns in the report contain details of the abandoned call and, if applicable, data regarding the callback process:
Column | Description |
Caller Number | Shows the phone number of the customer who entered the queue and hung up without an answer. |
Call Date | The date and time when the abandoned call occurred (entered the system). |
Queue | Shows the queue where the call waited but could not be answered. |
Status | Indicates the current status of the call: |
Callback Date | The date and time when the agent returned the call to the customer. |
Time to Callback | Shows how long after the call was abandoned it was returned. |
Callback User | Shows the first and last name of the agent who performed the callback. |
Callback Result | The technical result of the callback made by the agent: |
Usage
Navigate to Reporting > Call > Queue > Abandoned Calls from Queues Report.
Click Create to open the filter options.
After making your filter selections, click Create to generate the report.
To export the report, click Download.
