I have an excessive amount of Abandoned calls on my report, why could this be?

Modified on Tue, 17 Nov 2020 at 06:12 PM

If you have a report that is displaying an excessive amount of 'Abandoned' calls than expected this may be down to calls which are being moved/offered to devices that are not being monitored in Akixi.


Akixi will model calls that have been moved to unmonitored devices as abandoned within the reporting.


For these calls to not display as abandoned, the devices that the calls are being moved to must be added to Akixi.


Alternatively, the report filter settings can be modified so that calls moved to unresolved devices are recorded as Overflowed Off instead of Abandoned on the reporting. The screenshot below displays where this setting is located.



One other solution that you may want to consider is excluding these calls from the reporting altogether, you can do this by enabling 'All Unresolved Destinations Excluded'. The screenshot below displays where this setting is located.



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