The Queue abandons by queue dashboard presents detailed information about interactions that abandoned from queue displayed from perspective of the queue.
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The Short abandons - daily tile displays the total daily number of interactions for that day that queued for less then a than 5 second seconds before abandoning the queue. "Short abandons" interactions are excluded from all abandon metrics, except the Queue abandon details tile. Unlike standard abandoned calls, short abandoned calls typically occur when a caller accidentally enters a queue. The short queueing duration give the agents no opportunity to handle the interaction.
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- Interaction ID—the unique identifier for the interaction.
- Start time—the exact time and date on which the queueing event started to the closest second in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
- Media type—the communication method used in the interaction. Choose from different media types available in your account, such as Phone, Phone Callback, and External Work. By default, the Media type filter contains all media types.
- Connect from—the address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For an internal interaction, it is the agent's name.
- Connect to—the address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted.
- Service name—the interaction plan's service name. Service name is used to differentiate multiple interaction plans with similar names or to group plans for reporting purposes. Value is null for interaction plans created in Interaction Plans Manager.
- Queue—the name of the queue the interaction entered.
- Time to abandon (hh:mm:ss)—the duration of time it took the external party to disconnect within the queue in hh:mm:ss format. For example, 00:01:23..
- Time to abandon (seconds)—the length of time it took the external party to disconnect within the queue in seconds.
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