I think, I found those abandoned calls. Here we have a Voice Record system. So each call from the client is in fact in conference with the agent and Voice Record system.
I analyzed the Agent State Trace, particulary EventName and AgentState columns.
And I found, that for a normal call the flow is :
And here is the call flow for the abandoned call, this is where CALL_HELD goes straight to WORK_READY. So I assume it is lost from hold.
The only thing I have not figured yet, how to track ANI for such calls.
just a quick question about your ANI question: is there a RouterCallKeyDay and RouterCallKey column in the report you are looking at? RCKD and RCK is supposed to be the unique call id for the whole duration of the call (with some exceptions).
Dennis, this is great news indeed.
One more thing: did you/would you spend some time with the agent to gain more information about these calls? I would like to see what happened there, from the point of view of the agent.
Thanks for the rating.