Abandoned calls vs. Refused calls

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In performance reports there's a KPI called Abandoned calls (Count of all queue calls that were not answers by a user - includes VM) and then there's Refused (Count of all queue calls that were not answered by at least one user). 

This seems the same yet for the last 7 days my report shows 117 abandoned calls and 52 refused calls. 

What does this mean?
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Michael Arndt

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Posted 9 months ago

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Danno, Champion

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Not 100% sure w/RC, but in most systems that would be a call that rang on an agent's phone, but they (the agent) refused (ignored) it, and the caller should have gone to the next available agent.
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Jessica - Community Moderator, Official Rep

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Hi Michael, 

Danno is correct. Abandoned calls are from contacts who hung up before speaking with an Agent during the specified time period. Refused calls are the total count of Contacts refused by the Agent. Check out this KB article for more info.
(Edited)
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Michael Arndt

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So "Refused" mean when an agent hit the reject button on the phone? What happens in a call queue scenario where a call rings to 5 agents, 2 reject it but 1 agent picks up the call? Would that still register as a refused call?
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Saadet - Community Moderator, Official Rep

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Hey Michael,

"Refused" does refer to if the Agent "Ignores" the call. The Analytics Portal will, essentially, show both pieces of information. The Call was (eventually) answered, but it was also Rejected and by these particular members.
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Robert Incorvaia

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Hi Saadet, what do you mean Ignore?  Does the agent need to press an Ignore button as the call is ringing in?  What if the agent simply stepped away from their phone and missed the call, would it show as Rejected?  Thank you.
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Saadet - Community Moderator, Official Rep

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Hey Robert,

So Abandoned calls refer to the Call Queue KPI while Refused calls refer to the User KPI.

So if a call comes to a queue and is not answered or if the caller hangs up, the Queue will show that call as Abandoned.

In the scenario where the agents receive the call but either don't answer or they press the Ignore button, the call will be counted as Refused by that agent.

However, in the scenario where the caller hangs up, we do not count that as Refused for the agents. I hope that helps clear things up :)
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Arndt

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So if a queue is setup to ring 5 agents simultaneously will it then always register a "Rejected" because only 1 agent picked up? Am I understanding this correctly?
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Danno, Champion

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4example; I call your queue, agent A hits the ignore button, and agent B answers me.... so you'll have (1) rejected and (1) answered) and (3) missed. 
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Danno, Champion

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Now, if no one ignores (rejects the call)... you'll have (1) answered and (4) missed. 
capisci?
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Travis Lemmon

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Hi RC team - is there a way to track higher level metrics, meaning, tracking individual calls vs individuals actions within a single call? i.e. if user calls in and 5 agents ignore the call, that counts for 1 Rejected call?
(Edited)