topic Webex Calling – How to Retrieve Abandoned Queue Call Details using API in Webex Calling

Webex Calling – How to Retrieve Abandoned Queue Call Details using API

Shalid Kurunnan Chalil — Tue, 20 Jan 2026 10:19:10 GMT

Hi everyone,

I’m working with a customer who is using Webex Calling Customer Assist, and I’m trying to retrieve real‑time call details for calls abandoned at the queue level.

So far, I haven’t found a direct way to pull this information from the Control Hub or any built‑in reporting tools. I assumed it might be available through the Webex Calling Reporting API, but I haven’t been able to locate any API reference that exposes abandoned‑call metrics or queue‑level call details in the Webex Calling API documentation.

Has anyone come across an API endpoint, report type, or alternative method that provides real‑time abandoned call information for Customer Assist queues? Any guidance or pointers would be greatly appreciated.

Thanks in advance.

Re: Webex Calling – How to Retrieve Abandoned Queue Call Details using

upchaurasia — Tue, 20 Jan 2026 15:10:10 GMT

Hi,

Can you please check Get Live Stream Detailed Call History | Webex for Developers ?

Thanks,

Umesh

Re: Webex Calling – How to Retrieve Abandoned Queue Call Details using

supportnxp — Fri, 23 Jan 2026 13:49:09 GMT

Yes, you can have the CDR data via the new cdr_stream API, this is almost as fast as the cdr webhook, or, via the cdr_feed API , but neither will give you an "abandoned" field. You need to query the data and apply some logic to deduct the abandon detail yourself.

Cisco says this coming February 2026, they will announcing new reports for Customer Assist ...

NextPointe

Re: Webex Calling – How to Retrieve Abandoned Queue Call Details using

cdrguru — Fri, 13 Feb 2026 03:17:20 GMT

@Shalid Kurunnan Chalil

This is a common issue with Customer Assist queue reporting.

In most orgs, the CDR endpoints do not expose a single queue-level “abandoned” metric as a dedicated field. You usually have to derive it from detailed call history and call-leg records.

Recommended approach:

* Poll GET /v1/cdr_stream with a rolling startTime/endTime window (max 2 hours). Those timestamps filter by record insertion time into the cloud, not strictly call start/end.

* Stitch records by a correlation or session identifier so you operate at the interaction level, not per-leg.

* Identify interactions that touched a Customer Assist queue (use queue or routing indicators in your payload).

* Determine whether a human agent actually connected. Be careful here because platform/queue processing legs can look “answered” even when no agent spoke to the caller.

* If the interaction touched a queue, no agent-connected leg exists, and the caller disconnects after a few seconds, classify it as abandoned.

Caveats:

* Callback requested, overflow/transfer, and short abandons can look like “no agent answered” unless you classify them separately.

* Records can be updated after first insertion, so dedupe and upsert by a stable key.

* Handle 429 rate limits using Retry-After and backoff.

Two questions that shape the exact logic:

1. How do you define “abandoned” (hang up before agent only, or include overflow/timeout)?

2. Do you need per-call detail, queue aggregates, or both?

Paul (CDRGuru)

Re: Webex Calling – How to Retrieve Abandoned Queue Call Details using

cdrguru — Fri, 13 Feb 2026 03:18:16 GMT

If your end goal is Power BI dashboards for queues and abandons, there are a few ways to do it. Full disclosure: I work with Metropolis, and Expo XT Webex Calling is one option if you prefer a ready-made model and reports instead of building the pipeline from scratch.

Customer Assist reporting is interaction-based (correlation/session level). “Abandoned” is treated as a derived outcome, so you typically need to stitch CDR legs by correlation/session ID and classify outcomes at the interaction level.Paul (CDRGuru)