How is the call abandoned if it rang to an agent?

When reviewing reports using the group data set, you may find an interaction listed as abandoned even though it also shows an agent name associated with it. This article explains how and why this happens and how to report on it going forward.

Investigating the interaction

The first step is to open the Cradle to Grave report for the interaction in question. For more information on accessing Cradle to Grave reports, see our Cradle to Grave / Team Activity Feature article.

In the example above, the agent was alerted to the interaction and appeared to be available to receive it — yet the interaction was also marked as abandoned. To understand what happened, you can look at the agent's activity during that time using the Agent Activity Summary report.

Adjust the date and time to the relevant period, filter by Agent Name, and run the report. Click the + symbol next to the date to expand the detailed view:

In this example, the agent was in an "Idle" status when the interaction came in, then moved to "Not Responding" — which is why the interaction was marked as abandoned despite being sent to the agent:

Building a report to track this pattern

You can create a report to show how often this happens with each agent and set it on a schedule or use it as a periodic reference.

1. 1

   Pull the Interaction Details report.

2. 2

   Select your date range.

3. 3

   Click and drag the Outcomes dimension into the Columns and click the filter icon next to it.

4. 4

   Set the Outcomes filter to Abandoned.

5. 5

   Click the filter icon next to the Time - Alerting Total value.

6. 6

   The filter moves to the top, ensuring that any interactions without ring time are excluded.

7. 7

   Click Run Report.

   

The results will show all interactions that rang to an agent, were not answered, and where the caller abandoned — giving you a clear picture of this pattern across your team:

Questions or feedback? Please email us at support@brightmetrics.com.