Unity - Abandoned Call Report

Access Reporting

From the Unity application, click the Reports button at the top to make the Report Viewer window appear.

Run the Report

In the Report Viewer window, select Agent Summary Report from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Real-time report: Check this box to remove the end time option and have the report run through the present.
  
  
• Sampling: The interval frequency the report gets broken down into.
  
  
• Filter Type: Select between Call Centers and DNIS. 
  
  
• Filters: Choose specific call centers or DNIS to run the report for, or select All Call Centers or All Numbers at the top of the list. 
  
  
• Abandoned Call Threshold: Enter up to four time values (in seconds) to define when callers abandon.
  
  
• Service Level: Target time (in seconds) for a call to be answered before exceeding the threshold.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report generates a chart and a table to display the data.

Chart: Displays a visual summary of calls for the entire selected time period.

• Calls Queued: Total number of calls that entered the queue.
• Calls Abandoned: Total number of calls that were abandoned.
• Calls Abandoned in XX secs: Total number of calls abandoned within the defined threshold.
• Calls Abandoned Before Entrance Message Completes: Number of calls abandoned before the entrance message finished playing.
• Calls Answered: Total number of calls answered by agents.
• Calls Answered in XX secs: Number of calls answered within the defined service level.

NOTE: Depending on the time range selected, the calls queued may not equal the sum of calls answered and calls abandoned. If a call enters the queue during the selected time interval but has not yet been answered, it will appear as queued but not as abandoned or answered. For example, five calls may enter the queue during the interval but remain unanswered within the report period.

The table shows a breakdown by interval of the queued and abandoned calls

• Call Center Name: Name of the call center. If multiple call centers are selected, a summary section will appear showing data across all selected centers.
• Calls Queued: Total number of calls queued during the reporting period (15 min, 30 min, etc.).
• Calls Abandoned: Total number of calls abandoned during the reporting period.
• % Calls Abandoned: Percentage of total calls abandoned.
• Calls Abandoned in X secs: Number of calls abandoned within X seconds (X is defined in the report parameters).
• % Calls Abandoned in X secs: Percentage of calls abandoned within X seconds.
• Calls Abandoned Before Entrance Message Completes: Number of calls that hung up before the entrance message was completed.
• % Calls Abandoned Before Entrance Message Completes: Percentage of calls that hung up before the entrance message was completed.
• Calls Abandoned After Entrance Message Completes: Number of calls that hung up after the entrance message was completed.
• % Calls Abandoned After Entrance Message Completes: Percentage of calls that hung up after the entrance message was completed.
• Longest Wait Abandoned: Time the longest caller waited in the queue before abandoning during the reporting period.