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VCC Business Intelligence Queue Dashboard Abandon percent seems incorrect
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VCC Business Intelligence Queue Dashboard Abandon percent seems incorrect

Symptom

VCC Business Intelligence Queue Dashboard shows for each Queue the counts of the calls Entered, calls Accepted, and the percent (%) of Abandoned calls.

Example:

  • Entered = 587
  • Accepted = 572
  • Abandon % = 2.39

Calculated percent Accepted is 97.44. So the percent Abandoned should be 2.56.

Applies To

Virtual Contact Center Business Intelligence

Resolution

  1. Create a custom VCC Business Intelligence report.
  2. Choose the measures below and we can now see that only 14 calls were Abandoned.  This means one call was transferred to a callback or voicemail Queue:
    • Total Entered = 587
    • Total Accepted = 572
    • Total Abandoned = 14
    • Abandoned % = 2.39%

Cause

Calls that are sent to a voicemail or a callback Queue are not considered Abandoned, and not considered Accepted. They are considered transferred.

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