mawt | 2018-09-06 06:12:14 UTC | #1
I'm building a report using call segment data to create a more granular look at when calls are disconnected and by what party.
I am trying to compare current results against the Tabandon Count, but coming up short.
I've looked at Peer disconnects for IVR segments in IVR, Peer disconnects for Interact segments in ACD, and Client disconnects for Alert segments in Agent. Just wondering what the specific definition that is being used for abandoned calls in Tabandon so that I can match it with call segment data?
Thanks
tim.smith | 2018-09-06 14:55:58 UTC | #2
mawt, post:1, topic:3495
Just wondering what the specific definition that is being used for abandoned calls in Tabandon so that I can match it with call segment data?
tAbandon is documented as "The amount of time before an end user abandoned an interaction in a queue". An abandon is generally considered to be a conversation where the ACD segment was ended by the remote party (disconnectType=peer).
system | 2018-10-06 14:55:59 UTC | #3
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