Abandoned Calls

Abandoned Calls and hangup causes

  • Abandoned Disconnected.

  • Studio Operational Limit, in which the call is hung up when the system reaches its maximum traffic, as a way to prevent the system's performance from being affected in an exceptional peak event. Under an abnormal call spike, when the system reaches its maximum traffic, calls will be hung up. This behavior affects only the Assignment and Dial and Callback Components, and on the Flow Execution Report those components will exit via “queue_size_limit_reached”.
    This behavior leads to the interaction being classified as:
    Abandoned in the “Calls Report” (no ringing time).
    Missed in the “Contacts Report” (no explicit action by the contact person).

  • In classic routing scenario (legacy) when the call is abandoned while on the initial greeting (and there is no IVR configured, and only a greeting associated with the number), then the hangup is set as “disconnected”. In Studio, a call is considered Abandoned Disconnected when the call is abandoned before the IVR and classified as Abandoned Waiting when the system reaches its maximum traffic and calls are hung up (leading to no ringing time).

  • There are other exceptions where a call can be classified as Abandoned Disconnected, examples are: unsuccessful Intelligent reconnect (Intelligent Reconnect article); or when a call is abandoned while on the voicemail prompt.

Examples:

  • Call to a legacy number disconnected by the contact person while on the welcome greeting: Abandoned Disconnected.

  • Call to a legacy number disconnected by the contact person while on the IVR: Abandoned IVR.

  • Call to Studio number abandoned by the contact person while on play audio before an Assign and Dial Component: Abandoned Disconnected.

  • Call to a Studio number abandoned by the contact person while on the IVR: Abandoned IVR.

  • Call to Studio number and the operational limit is reached while on an Assignment and Dial or Callback Component: Abandoned Waiting.


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