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How are entered, accepted, abandoned, and rejected calls defined in the Historical Reports?
8x8 Support Knowledge Base

How are entered, accepted, abandoned, and rejected calls defined in the Historical Reports?

Entered calls are any calls that arrive in a queue.

Accepted calls are any calls that have arrived in a queue and have been answered by an Agent.

Abandoned calls are any calls that arrive in a queue where the caller decides to hang up the call before an Agent can accept the call.

Rejected calls are calls that have been offered to an Agent, but put back in the queue because the Agent clicked on “Working Offline”, “Take a Break” or did not answer the call before the timeout period.

 

 

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