Our dashboard gauges indicate we have 43 abandoned calls but the Abandoned Call Detail Activity Report in the CUIC is coming up blank. The dashboard gauge is using the 'calls_abandoned' field as indicated in the screenshot. Also, the Detailed Call by Call CCDR Report does not indicate any abandoned calls in the same amount. Where can I discern the discrepancy here? I would think the abandoned calls would negatively affect our Service Level, however I am unable to determine which setting the 'calls_abandoned' field is using (positive, negative, or ignored) - would anyone know?
The Contact Service Queue Activity by CSQ Report reports these abandoned calls too which also adds to the confusion:
