Genesys Cloud - Main

Hi all.

Do customer abandoned calls while alerting an agent get counted in both Abandoned volumes AND Alert - No Answer?

#Reporting/Analytics

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Christopher Tsang
Business Systems Analyst, Product Owner, Technical Lead
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There are two types of Abandons.  The Queue Abandons are calls that enter the Queue and the caller drops AFTER the short abandoned time.  An Agent Abandon is where the agent is presented and interaction and either declines or does not answer.  This counts as an abandon for the Agent, but not the Queue.  Yes, the second condition is and Alert - No Answer on the agent, but there may be other instances that count as an abandoned for the agent like declining and some issue with connecting to the agent.