Customer Hold Abandons

AKA: Customer Hold Abandoned

Statistic Name	Description	Function/Formula	API Name
Customer Hold Abandons	The number of interactions where customers abandoned while they were on hold. This includes if a customer is on hold because a transfer or add participant action was initiated or if they are explicitly placed on hold by the agent. When reporting on an individual interaction, this statistic shows 1 if the customer abandoned while on hold, and 0 if they did not.	Count	customer-hold-abandoned-count

Included in the following data sets:

Note: Some functions/formulas for this information may not be available.

Interaction Summary

Interaction Summary by Contact Point

Interaction Summary by Flow

Interaction Summary by Queue

Interaction Detail

Interaction Detail by Agent

Interaction Detail by Contact

Interaction Detail by Queue

Abandoned Channel by Day

Performance by Channel

Inbound Traffic by Hour

Disposition Summary

Queue Entries

Queue Interval Detail

Queue Sub Interval Detail

Queue Interactions

Message Detail

Recording & Messaging by Agent

Custom Interaction Attributes by Agent