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  • 1.  How do you report on queue abandonment?

    Posted 5 days ago

    We want a clear view of abandoned interactions per queue, including short abandons. Do you use the native Queue Performance views, custom dashboards, or export data via the Analytics API? Any tips on separating short abandons from real ones?


    #Reporting/Analytics

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    Vinicius
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  • 2.  RE: How do you report on queue abandonment?

    Posted 5 days ago

    Hi Vinicius,

    Here's a way to look at it with an example. Say a queue offered 100 interactions in an hour, and 20 of them were abandoned.

    • Abandon % in Queue Performance is 20 / 100 = 20%. This number includes short abandons.
    • Click the Abandon % statistic for that queue to open the Abandon Insights view. It splits the 20 abandons by how long the caller waited. For example: 8 in the first (Short Abandon) interval, which is 0 to 6 seconds by default, 7 between 6 and 20 seconds, and 5 after 20 seconds.
    • If you only want the "real" abandons, you can leave out the 8 short ones: 12 / 100 = 12%. Those 8 are most likely accidental hang-ups or callers who dropped before they could even hear the greeting.

    If 6 seconds doesn't fit how your callers behave, an admin can change the interval lengths in the abandon interval configuration, and the first interval becomes your short abandon threshold.

    Thanks,
    MinHyuk



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    MinHyuk
    na
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  • 3.  RE: How do you report on queue abandonment?

    Posted 5 days ago
    Edited by Akhil Akhil 5 days ago

    HI @Vinicius Silva,

    We primarily use the Queue Performance views for operational reporting. For a more detailed breakdown of abandons, the Abandon Insights view is useful as it shows abandons by wait-time intervals, making it easier to understand the impact of short abandons.
     
    You can also leverage the Abandon – No Short and Abandon – No Short % metrics if you want abandonment counts and rates excluding short abandons without having to calculate them manually.
     
    If you need more granular interaction-level analysis or custom reporting outside of Genesys Cloud, the Analytics Conversation Details API (POST /api/v2/analytics/conversations/details/query) can provide conversation-level data for further analysis.
     
    In short: Queue Performance → Operational queue reporting, Abandon Insights → Understanding abandon distribution and short abandons and Analytics API → Custom and detailed reporting requirements
     
    The best approach really depends on the level of detail you're looking for.



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    Akhil
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  • 4.  RE: How do you report on queue abandonment?

    Posted 5 days ago
    Edited by Phaneendra Avatapalli 5 days ago

    Hi Vinicius,

    We use Brightmetrics for all our reporting.

    Recently, I've also been experimenting with exporting reports and using Google Apps Script to transform the data into the format we need. We also use Looker Studio (formerly Data Studio) to view historical data and trends. Below is an example of how we sent the he slack notification with daily and weekly summary.

    For a separate Not Responding report, we send a summary to Slack-the attached image is a mock-up of that format.

    For abandons, I'd keep short abandons visible alongside those above the configured threshold, rather than exclude them entirely.



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    Phaneendra
    Technical Solutions Consultant
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  • 5.  RE: How do you report on queue abandonment?

    Posted 4 days ago

    Another useful consideration is aligning the short-abandon threshold with the business SLA and customer journey, rather than treating the default threshold as universally applicable.

    It can also be valuable to trend both total abandon % and abandon % excluding short abandons together, so operational teams can distinguish genuine service-level issues from very early disconnects.



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    Nitin
    Assistant Vice President
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