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Abandon Percent Is Incorrect in 8x8 Contact Center Business Intelligence Queue
8x8 Support

Abandon Percent Is Incorrect in 8x8 Contact Center Business Intelligence Queue

Applies To

  • 8x8 Contact Center 
  • 8x8 Contact Center Business Intelligence

Answer

The percentages may seem incorrect due to the number of transferred calls. The Business Intelligence Queue Dashboard only shows the number of calls entered, accepted, and percent of calls that were abandoned. Calls that were sent to voicemail or a callback queue are considered transferred and are not included in this dashboard.