VCC Business Intelligence Queue Dashboard shows for each Queue the counts of the calls Entered, calls Accepted, and the percent (%) of Abandoned calls.
- Entered = 587
- Accepted = 572
- Abandon % = 2.39
Calculated percent Accepted is 97.44. So the percent Abandoned should be 2.56.
Virtual Contact Center Business Intelligence
- Create a custom VCC Business Intelligence report.
- 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%
Calls that are sent to a voicemail or a callback Queue are not considered Abandoned, and not considered Accepted. They are considered transferred.