Call Type Queue All Intervals report

[TGray123]

Hi. Can anyone tell me if the number of abandoned calls within service level are also included within the abandoned in queue calls? I would like to calculate the abandoned calls outside of service level. 

Many thanks 

[Omar Deen]

I'm sure there's a better way of getting this information, but you could use bucket intervals here. The first interval could be the time, in seconds, of your SLA... the other 9 intervals are whatever you define, but if that's incremented in the report, you'll know that the call abandoned outside of the SLA

[Omar Deen]

I was curious about this myself... so I made two test calls... one where I abandoned within the SLA and one where I abandoned way beyond the SLA... the stock report CallType Queue Interval All Fields incremented to my expectations... so to answer your question of...

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Can anyone tell me if the number of abandoned calls within service level are also included within the abandoned in queue calls? 

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No, it does not

[TGray123]

Thank you. That is really helpful. You mentioned that there may be a better way of getting this information. I would be interested to know how. Many thanks