Article 10060: Understanding Why the Number of Abandoned Calls May Differ Between Reports and ACD Monitor

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8.0 and later
Applications: Reports
ACD Monitor
Telephone systems: All
Print

Issue

The number of abandoned calls reported in the ACD Monitor differs from the number of abandoned calls reported in queue reports or queue abandon spectrum reports.

Reason

These differences do not represent errors in reporting, but are due to how the Reports application deals with abandoned calls in the queue reports and abandon spectrum reports.

The Report Options page in the Administrator application provides many user-definable report settings that affect how the Reports application presents certain information. Among these settings is the Short abandon threshold time. The value for this setting is measured in seconds and represents the duration of an abandoned call. This setting classifies abandoned calls as follows:

  1. Short abandons - abandoned calls with a duration shorter than or equal to the number of seconds defined for the short abandon threshold time

  2. Long abandons - abandoned calls with a duration exceeding the number of seconds defined for the short abandon threshold time

These classifications affect how the Reports application presents abandoned calls in the following reports:

  1. Queue reports - these reports separate the short abandons and long abandons into separate columns. Combining the values for these two columns provides the total number of abandoned calls

  2. Abandon spectrum reports - these reports include long abandons only

Understanding the classification of abandoned calls in these reports makes it easy to understand why the number of abandoned calls seems higher in the ACD Monitor. Simply stated, the ACD Monitor includes all abandoned calls, regardless of duration. The Reports application, however, classifies abandoned calls by duration and the classification of a call determines if it will be included in a report, and if it is, how it is presented.