Introduction

The report "2. Abandoned Calls Detail" from the "Skills & Services" report group allows you to identify, one by one, the interactions that ended in abandonment, associating them with their skill, date/time, contact origin, and wait time before the customer hung up. It is especially useful for investigating abandonment spikes, validating whether the issue is concentrated in a specific skill, and making decisions about capacity, routing, or SLA adjustments.

Note: It is necessary to select the ALL option (all skills) or a specific skill by its ID in the SKILL field.

Report Information

• CONN_ID: Unique identifier of the connection or interaction session; used to track the event within the operation, cross-reference it with other reports, and find the exact record when detailed auditing is needed.
• SKILL_ID: Identification number of the skill where the abandonment was recorded; allows unambiguous recognition of the affected queue/service and comparison with associated configurations or routing rules.
• SKILL_NAME: Name of the skill; facilitates operational reading to quickly locate where the abandonment occurred (e.g., support, sales, collections, etc.).
• DATE: Date and time when the abandonment was recorded; used to detect patterns by time slot, specific day, or correlate abandonments with demand spikes, staff shortages, or operational events.
• RESULT: Result of the interaction; in this report, the value is ABANDON (call abandoned by the customer before being answered), so it serves as confirmation that the record corresponds to an abandonment.
• ANI: Automatic Number Identification; corresponds to the telephone number of the caller, useful for auditing and identifying repeated attempts from the same origin.
• ABANDON_TIME: Wait time until abandonment (usually expressed in seconds as a numeric value); indicates how many seconds the customer remained on hold before hanging up, key to understanding wait tolerance and contrasting against service level thresholds.
• TYPE_INTERACTION: Type of interaction recorded; this column can yield values such as chat-configurationbox (internal chat), chat-email (email chat), chatfacebook (Messenger chat), chat-instagram (Instagram chat), chat-transferSkill (chat transferred from another skill), chat-web (web chat), chat-whatsapp (WhatsApp chat), chat-telegram (Telegram chat), chat-line (chat from Line service), inbound (incoming call), internalcall_que (internal call from a queue), omni-email (email), omni-facebook_page (Facebook page post interaction), omniinstagram (Instagram page post interaction), omni-twitter (Twitter post interaction), and out_pre (outbound call in predictive campaign); allows differentiating whether the abandonment corresponds to voice or other channels recorded as interactions.
• CUSTOMER_ID: Customer identifier within the system; used for traceability and grouping abandonments by customer when you need to identify recurrence or analyze contact journeys.