Connected Abandons

Hi Jaime, 
 

My name is Austin Miranda, I am a Tier 3 RingCX Engineer. Id like to assist you with your inquiry but I need a bit more detail. 

When you say “Connected Abandons” are you referring to IB calls that have abandoned while actively routing to an agent or something else? 

Gotcha, thank you for clarifying. In the context of the Outbound Dialer, a connected abandon is an OB dial that was answered by the lead, but was dropped by the system because there were no available agents to connect the call to. 

Hi Austin, thank you. Can you tell me if this will be something available to report on in the Historical reporting/analytics? I have only found this in the prebuilts.  

Yes, in Historical Analytics the name is a bit different. The Outbound Abandon Interaction is the metric that will give you this data point. 

 

​@Austin Miranda  Hi! This shows the same number as Outbound Abandoned. We are looking for the % or # of calls that were answered by a live person and then were abandoned. Not the # of abandoned versus all dials. 

I cloned the Outbound Overview and added your suggestion and these are the results. 
 

Here’s an example from the “pre-built” reports.