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With the Abandons - Calls and Abandons - Chats dashboards,
get insights into abandons that occur for calls and chats, including the number and
type of abandons.
An abandon occurs when a contact disconnects during their customer journey. An
end-user might disconnect while navigating IVR menus if the menus are confusing
or take too much time. An end-user might disconnect while waiting in a queue if
the wait time is too long. To reduce the number of abandons, consider offering a
call back number or providing estimated wait times.
Use the dashboards
To use the dashboards, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Abandons / Calls or Abandons / Chats. The dashboard appears.
Click the Date field to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Click expand_moreMore to
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date
range. You can type your date range or click Open calendar to select start and end dates.
Filter your results using the following fields:
Queue Group: by queue group
Queue Name: by queue name
Language: by the language assigned to the queue
Interaction Type: by the type of interaction
Start Time and End Time: get results from only within this time
range
Queue Abandon Time and Total IVR Abandon Time: by when abandons
occurred
Customer ANI: by the end-user's ANI
In the Time Format field, set the time format.
Click Update.
Tiles
These dashboards contain the following metrics tiles:
Total IVR Abandons: the number of interactions that abandoned before
selecting and entering a queue
Avg IVR Abandon Time: the average of time across all interactions where
contacts were in the IVR before disconnecting the interaction
Total Queue Abandons: the number of interactions that were waiting in
queue and were disconnected by the caller before being accepted by an agent
Avg Queue Abandon Time: the average amount of time that calls or chats
waited in a queue before disconnecting without being accepted by an agent
Total Queue Interactions: the number of all inbound interactions that have
entered a queue, this number includes all transfers, escalations, and
deflections to another queue
Total Inbound Handled: the number of inbound calls or Chat interactions
that were handled by an agent
Total Failed Interactions: the number of calls or chats that were not
successfully connected to an agent or representative
Tables
These dashboards contain the following metrics tables. Hold the pointer over a
table heading to see its description.
Queue Abandon Summary: displays in table format the results for queue
abandons and the queue in which they are associated with
Queue Abandons by 30 Min Interval: a visualization showing queue
abandons in 30-minute intervals for a single day. If multiple days are
selected in the filter, the data will display by day, with an option to view
interval details.
Queue Abandon Details: all of the queue abandons that occurred within the
timeframe you apply by the filter
IVR abandons by 30 Min Interval: an interval chart for IVR Abandons by
30-minute intervals for a single day. If multiple days are selected in the
filter, the data displays by day, with an option to drill down into all
interval details.
IVR Abandon Details: all interactions that abandoned during the IVR phase
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe "Abandons - Calls" and "Abandons - Chats" dashboards provide insights into the number and type of call and chat abandons, which occur when a contact disconnects during their customer journey.\u003c/p\u003e\n"],["\u003cp\u003eThese dashboards are accessed through the CCAI Platform portal under "Dashboard > Advanced Reporting," and offer filtering by queue, language, interaction type, time, and customer information, allowing users to analyze specific abandon patterns.\u003c/p\u003e\n"],["\u003cp\u003eKey metrics displayed within these dashboards include Total IVR Abandons, Avg IVR Abandon Time, Total Queue Abandons, Avg Queue Abandon Time, Total Queue Interactions, Total Inbound Handled, and Total Failed Interactions.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboards feature tables like "Queue Abandon Summary," "Queue Abandons by 30 Min Interval," "Queue Abandon Details," "IVR abandons by 30 Min Interval," and "IVR Abandon Details," offering detailed views of abandons categorized by time and queue.\u003c/p\u003e\n"],["\u003cp\u003eThese Pre-GA features are available "as is" and might have limited support, which are subject to the "Pre-GA Offerings Terms" outlined in the General Service Terms section.\u003c/p\u003e\n"]]],[],null,["# Abandons dashboards\n\nWith the **Abandons - Calls** and **Abandons - Chats** dashboards,\n\n\nget insights into abandons that occur for calls and chats, including the number and\ntype of abandons.\n\nAn abandon occurs when a contact disconnects during their customer journey. An\nend-user might disconnect while navigating IVR menus if the menus are confusing\nor take too much time. An end-user might disconnect while waiting in a queue if\nthe wait time is too long. To reduce the number of abandons, consider offering a\ncall back number or providing estimated wait times.\n\nUse the dashboards\n------------------\n\nTo use the dashboards, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Abandons / Calls** or **Abandons / Chats**. The dashboard appears.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Queue Group**: by queue group\n\n - **Queue Name**: by queue name\n\n - **Language**: by the language assigned to the queue\n\n - **Interaction Type**: by the type of interaction\n\n - **Start Time** and **End Time**: get results from only within this time\n range\n\n - **Queue Abandon Time** and **Total IVR Abandon Time**: by when abandons\n occurred\n\n - **Customer ANI**: by the end-user's ANI\n\n5. In the **Time Format** field, set the time format.\n\n6. Click **Update**.\n\nTiles\n-----\n\nThese dashboards contain the following metrics tiles:\n\n- **Total IVR Abandons**: the number of interactions that abandoned before\n selecting and entering a queue\n\n- **Avg IVR Abandon Time**: the average of time across all interactions where\n contacts were in the IVR before disconnecting the interaction\n\n- **Total Queue Abandons**: the number of interactions that were waiting in\n queue and were disconnected by the caller before being accepted by an agent\n\n- **Avg Queue Abandon Time**: the average amount of time that calls or chats\n waited in a queue before disconnecting without being accepted by an agent\n\n- **Total Queue Interactions**: the number of all inbound interactions that have\n entered a queue, this number includes all transfers, escalations, and\n deflections to another queue\n\n- **Total Inbound Handled**: the number of inbound calls or Chat interactions\n that were handled by an agent\n\n- **Total Failed Interactions**: the number of calls or chats that were not\n successfully connected to an agent or representative\n\nTables\n------\n\nThese dashboards contain the following metrics tables. Hold the pointer over a\ntable heading to see its description.\n\n- **Queue Abandon Summary**: displays in table format the results for queue\n abandons and the queue in which they are associated with\n\n- **Queue Abandons by 30 Min Interval**: a visualization showing queue\n abandons in 30-minute intervals for a single day. If multiple days are\n selected in the filter, the data will display by day, with an option to view\n interval details.\n\n- **Queue Abandon Details**: all of the queue abandons that occurred within the\n timeframe you apply by the filter\n\n- **IVR abandons by 30 Min Interval**: an interval chart for IVR Abandons by\n 30-minute intervals for a single day. If multiple days are selected in the\n filter, the data displays by day, with an option to drill down into all\n interval details.\n\n- **IVR Abandon Details**: all interactions that abandoned during the IVR phase"]]
Open calendar to select start and end dates.
Update.