---
schema_version: "1"
id: 4089440afe840ca1031bbfeff4ace6317e252998bb11e9be995260c7308f0816
title: Analyze Abandoned Customer Interactions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_abandon_work.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_abandon_work.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5ce2c90794aa0fb7e7b9d0338dd932b0be79ba0cef67ec6dc2ba94eb1623fe2d
description: Abandoned customer interactions are calls or messaging sessions that the customer ends before they are answered by a service rep. Understanding abandoned customer interactions and how they are classified can help improve reporting and service management.
products:
  - Service Cloud
release: "264"
---
# Analyze Abandoned Customer Interactions

Abandoned customer interactions are calls or messaging sessions that the customer ends before they are answered by a service rep. Understanding abandoned customer interactions and how they are classified can help improve reporting and service management.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)

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](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

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.

![Agent Work Status window showing the abandoned customer interactions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/omnichannel/omnichannel_abandonedwork1.png)

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.