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  • 1.  tAbandon for agents

    Posted 06-05-2025 18:12

    matthew | 2017-08-07 19:43:11 UTC | #1

    Hi, I've noticed the tAbandon metric never appears for agents, it only seems to appear for queues.

    Is this by design? If an agent doesn't pick up the phone, shouldn't that be an abandoned call associated with the agent? Or is this not possible to measure?

    thanks.

    matthew

    anon28066628 | 2017-08-07 19:59:46 UTC | #2

    Hi Matthew, tAbandon is only associated with a Queue. If an Agent doesn't respond to an alert, it's usual that another Agent will pick up the interaction and it will not be an abandon. The interaction will still be the next answered in the queue by the next agent who responds.

    Details on abandoned calls, including Agents who may have been alerted, are available via the Conversation Detail Query.

    matthew | 2017-08-07 20:04:52 UTC | #3

    thanks for your reply :)

    I will take a stab at this -

    Purpose=Agent Direction=Inbound DisconnectType =Noanswertransfer

    Am I close?

    anon28066628 | 2017-08-07 20:23:48 UTC | #4

    I don't have the disconnect types in front of me, but let's assume that does indicate a 'not responding' for the agent. That still does not mean that the call was an abandon - it might have been answered by another agent.

    Or, if the not responding agent realizes they didn't answer and clicks 'go back on queue', then they could still answer the call. So there can be a 'noanswertransfer' for the agent, who then goes back on queue and does answer it.

    Then there are situations where a call is not responded to, and goes to a second agent, who answers. They talk for awhile, and transfer the agent to a 2nd queue, where the call is abandoned. Whose 'fault' is that tAbandon now? :slight_smile:

    It's a pretty complex topic IMO. Abandons are a measure of Queue service; they're looked on as the 'fault' of the Queue in PureCloud. Not Responding status transitions (available through Status Detail reports and Agent queries) are a measure of agent performance, whether the call was abandoned or not.

    matthew | 2017-08-07 20:35:17 UTC | #5

    Thanks, I agree. there's a lot of scenarios to consider here.

    Anyway, thats a good help for me.

    thanks.

    Matthew

    system | 2017-09-07 20:35:32 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 1653



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