There are several ways to determine how long callers wait before abandoning their calls. Review the suggested reports below.
Contact Summary report
Download the report as a CSV, then use the following metrics to analyze abandoned calls:
Contacts Abandoned = the number of contacts abandoned in the queue.
Contacts Abandoned Within 5 Seconds = the number of contacts abandoned in the queue within 5 seconds.
Contacts Abandoned Within 10 Seconds = the number of contacts abandoned in the queue within 10 seconds.
Contacts Abandoned Within 15 Seconds = the number of contacts abandoned in the queue within 15 seconds.
Contacts Abandoned Within 15 Seconds includes Contacts Abandoned Within 10 Seconds and Contacts Abandoned Within 5 Seconds.
Only incoming phone calls will have Status = ABANDONED.
The report doesn’t have an average abandoned time across all Contacts, but this is the report to use if you’re looking for a general overview of abandon time distribution.
Contact Export report
Download the report as a CSV. Filter the report using Status = ABANDONED. Use the “Queued-to-Ended (sec)” column to identify the time someone waits in line before they abandon the call while in the queue.