Introduction

The report "9. Abandoned Calls by Interval" from the "Skills & Services" report group allows you to analyze how many calls are abandoned (when the end user hangs up before being answered) and in which time range the abandonment occurs, segmented by skill/service. It is especially useful for identifying whether abandonment happens very quickly (IVR/routing/message issues) or after waiting (capacity, sizing, service level).

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

Report Information

• SKILL_ID: Displays the identification number of the skill/service for which abandonments are consolidated; this value corresponds to the ID configured in the operation.
• SKILL_NAME: Indicates the name of the skill/service; helps you quickly locate which queue or service the abandonment behavior belongs to.
• ABANDON_CALLS: Represents the total number of abandoned calls in the skill/service (i.e., voice interactions where the end user hung up before being answered by an agent).
• ABANDON_0SEC_10SEC: Number of calls abandoned between 0 and 10 seconds of wait time (useful for detecting immediate abandonments: initial messages, routing, end-user expectations, service entry errors).
• ABANDON_11SEC_20SEC: Number of calls abandoned between 11 and 20 seconds of wait time; helps evaluate if abandonment starts to increase just beyond the initial patience threshold.
• ABANDON_21SEC_30SEC: Number of calls abandoned between 21 and 30 seconds; often related to peaks where queue time already impacts the experience.
• ABANDON_31SEC_40SEC: Number of calls abandoned between 31 and 40 seconds; allows measuring abandonment in a time slot where the end user has already spent considerable time waiting.
• ABANDON_41SEC_50SEC: Number of calls abandoned between 41 and 50 seconds; useful for validating whether abandonment is concentrated before the minute mark or continues to escalate.
• ABANDON_GREATER_THAN_51SEC: Number of calls abandoned at 51 seconds or more; usually a direct indicator of prolonged waits (insufficient capacity, poor load distribution, uncovered peaks, or overly demanding SLA thresholds for the operation).