Analyze Abandoned Customer Interactions

A call is‌ considered abandoned if a customer disconnects the call under specific customer and sales rep interaction conditions. A customer interaction is considered abandoned if any of the following conditions are met.

Important The Abandoned Agent Work status is available only in Enhanced Omni-Channel.

• The customer starts a conversation. The work is assigned to a service rep, but the customer disconnects (ends chat/ hangs up) before the service rep accepts the work.
• The customer starts a conversation, but no service reps or agents are available and the customer disconnects.
• The customer starts a conversation. The work is assigned to a service rep who accepts it, but then transfers the call to another service rep. The customer disconnects before the second service rep accepts the call.
• A service rep declines the work, and the work is rerouted to a different service rep. If the customer disconnects before the second service rep picks up, the call is considered abandoned.

A call isn't considered abandoned if any of the following conditions are met.

• A service rep accepts the work, and the customer disconnects.
• A service rep accepts the work. There are technical issues during the conversation, for example: issues with voice streaming or network problems. The service rep or customer can’t hear each other and the call disconnects. It's not considered an abandoned interaction because the service rep accepted the work.
• The customer chooses to leave a voicemail or opts for a callback while waiting in the queue, and then disconnects. These scenarios are treated similarly to being answered by a bot.

Note The abandoned voice call log is updated in an asynchronous fashion depending on when the telephony vendor updates the voice API call operation.

You can check the number of abandoned calls in the Omni Channel Wallboard. In the Omni Channel Wallboard include the field Agent Work Status. Abandoned calls are shown in the Abandoned row.

You can create comprehensive reports on abandoned calls by combining Messaging Sessions or Voice records with Agent Work records. These reports will provide insights into when abandoned interactions occur in relation to messaging sessions or voice interactions.