Reporting missed and abandoned calls across hunt groups and queues

See also

Sources

1. 1
   When Amazon Connect metrics are grouped by Routing Profile, abandonment rate shows as 0 because abandoned contacts are never assigned a routing profile.

   Metrics definitions in Connect Customer · Abandonment rate > Note · Checked 2026-10-14
2. 2
   Amazon Connect SUM_CONTACTS_ABANDONED_IN_X counts queued contacts abandoned within X seconds, with presets from 15 to 600 seconds and custom thresholds up to 7 days.

   Metrics definitions in Connect Customer · Contacts abandoned in X seconds · Checked 2026-10-14
3. 3
   The Amazon Connect Contacts abandoned calculation skips contacts with no enqueue timestamp, contacts connected to an agent, contacts with a NextContactId, and in-queue disconnects with a completed transfer.

   Metrics definitions in Connect Customer · Contacts abandoned > Calculation logic · Checked 2026-10-14
4. 4
   Amazon Connect computes Abandonment rate as (Contacts abandoned / Contacts queued) * 100.

   Metrics definitions in Connect Customer · Abandonment rate > Calculation logic · Checked 2026-10-14
5. 5
   Amazon Connect's Contacts abandoned metric (CONTACTS_ABANDONED) counts contacts disconnected by the customer while waiting in queue, and contacts queued for callback are not counted as abandoned.

   Metrics definitions in Connect Customer · Contacts abandoned · Checked 2026-10-14
6. 6
   Amazon Connect has a separate Contacts abandoned - customer first callback metric for callbacks with initiation method CALLBACK_CUSTOMER_FIRST_DIALED, and it requires next-generation Amazon Connect.

   Metrics definitions in Connect Customer · Contacts abandoned - customer first callback · Checked 2026-10-14
7. 7
   Data for both Amazon Connect Agent non-response metrics is available starting from October 1, 2023 0:00:00 GMT.

   Metrics definitions in Connect Customer · Agent non-response > Notes; Agent non-response without customer abandons > Notes · Checked 2026-10-14
8. 8
   Amazon Connect's AGENT_NON_RESPONSE_WITHOUT_CUSTOMER_ABANDONS metric excludes customer abandons and supports only voice contacts.

   Metrics definitions in Connect Customer · Agent non-response without customer abandons · Checked 2026-10-14
9. 9
   Amazon Connect Agent non-response includes customer abandons that occur in the roughly 20-second span while a contact is being routed to an agent but not yet connected.

   Metrics definitions in Connect Customer · Agent non-response > Notes · Checked 2026-10-14
10. 10
    Amazon Connect Agent non-response (CONTACTS_MISSED in GetMetricData, AGENT_NON_RESPONSE in GetMetricDataV2) counts a contact once each time it is routed to an agent and not answered, so one contact can be counted several times.

    Metrics definitions in Connect Customer · Agent non-response · Checked 2026-10-14
11. 11
    Genesys Cloud tracks metrics in 30-minute intervals, so an interaction offered at 7:28 and answered or abandoned at 7:32 is counted as offered in one interval and answered or abandoned in the next.

    Why does the Offered metric not always equal the Answered plus Abandoned metrics? · FAQ answer, interval example · Checked 2026-10-14
12. 12
    In Genesys Cloud an abandon is an interaction where the customer disconnects in an ACD queue before connecting with an agent, including when the system disconnects the interaction.

    What type of situations do abandons include in Genesys Cloud? · FAQ answer, first paragraph · Checked 2026-10-14
13. 13
    Genesys Cloud Abandon % is the percentage of offered interactions in which the customer disconnected before connecting with an agent.

    View available columns in performance views by category - Genesys Cloud Resource Center · Abandon Insights view > Abandon % · Checked 2026-10-14
14. 14
    Genesys Cloud's Alert - No Answer counts the times an agent was alerted but did not answer, and it does not specifically count Not Responding status entries.

    View available columns in performance views by category - Genesys Cloud Resource Center · Agent Timeline Detail view > Count-based metrics > Alert - No Answer · Checked 2026-10-14
15. 15
    Genesys Cloud abandons exclude flow-outs, which include transfers to voicemail, callbacks, in-queue flow transfers and callers who exit the queue back to the IVR.

    What type of situations do abandons include in Genesys Cloud? · FAQ answer, second paragraph (flow-outs) · Checked 2026-10-14
16. 16
    Genesys Cloud offered interactions end as answered, abandoned or flow-out, so Offered need not equal Answered plus Abandoned.

    Why does the Offered metric not always equal the Answered plus Abandoned metrics? · FAQ answer · Checked 2026-10-14
17. 17
    The Genesys Cloud abandon rate includes short abandons.

    What type of situations do abandons include in Genesys Cloud? · FAQ answer, first paragraph · Checked 2026-10-14
18. 18
    In Genesys Cloud abandon interval configuration, Column A determines short abandon values and defaults to 6 seconds.

    Configure contact center analytics options · Interval Configuration section · Checked 2026-10-14
19. 19
    Genesys Cloud service level settings offer separate options to include flowouts, short abandons and abandons in the service level calculation.

    Configure contact center analytics options · Settings tab > Service Level · Checked 2026-10-14
20. 20
    For Genesys Cloud web messaging, the concept of an abandoned interaction does not apply.

    Why does the Offered metric not always equal the Answered plus Abandoned metrics? · FAQ answer, web messaging paragraph · Checked 2026-10-14
21. 21
    A RingCentral community answer states that a queue call routed to an agent and hung up by the customer before answer appears in Analytics as both Abandoned and Refused.field report

    Can anyone clarify the difference in reporting between Missed calls and Abandoned calls? · Answer by Saadet Swift 2019-03-11 · Checked 2026-10-14
22. 22
    RingCentral community answers describe Analytics as using Abandoned for calls that went to a call queue and Missed for calls to a user extension, though a 2022 post reports a queue call logged as Missed.field report

    Can anyone clarify the difference in reporting between Missed calls and Abandoned calls? · Answer by Saadet Swift 2019-03-05; post by internalit 2022-10-13 · Checked 2026-10-14
23. 23
    The Teams Auto Attendant call result list has no Abandoned value; a caller who disconnects without making a selection is recorded as Terminated (No Caller Action).

    Reporting - Historical Table Field Definitions · Cloud Auto Attendant Analytics report > AutoAttendant table > AACallResultLegendString · Checked 2026-10-14
24. 24
    In the Teams AgentTimeline table, CQTotalCallCount is the number of calls presented to the agent while AgentTotalCallCountSUM is the total number of calls answered by the agent.

    Reporting - Historical Table Field Definitions · Cloud Call Queue Agent Timeline report > AgentTimeline table > CQTotalCallCount and AgentTotalCallCountSUM (Measure) · Checked 2026-10-14
25. 25
    In the Teams Call Queue historical report, the call result Abandoned means the caller hung up before an agent could answer or before the queue timeout occurred.

    Reporting - Historical Table Field Definitions · Historical reports field definitions > Cloud Call Queue Analytics report > CallQueue table > CQCallResultLegendString · Checked 2026-10-14
26. 26
    The Teams CallQueueFinalStateAction table distinguishes Agent Answered (Callback) from Timed Out (Callback), the latter meaning the callback timed out and did not occur.

    Reporting - Historical Table Field Definitions · Cloud Call Queue Analytics report > CallQueueFinalStateAction table > CQCallResultLegendString · Checked 2026-10-14
27. 27
    The Teams CallQueue table exposes CQCountAbandoned (summed number of abandoned calls) and the measure CQCallCountAbandonedSUM, which returns zero instead of blank.

    Reporting - Historical Table Field Definitions · Cloud Call Queue Analytics report > CallQueue table > CQCountAbandoned and CQCallCountAbandonedSUM (Measure) · Checked 2026-10-14
28. 28
    The Teams CQTargetTypeLegendString splits Overflowed, Timed Out and No Agents outcomes by destination: Application, Disconnect, External, User or Voicemail.

    Reporting - Historical Table Field Definitions · Cloud Call Queue Analytics report > CallQueue table > CQTargetTypeLegendString · Checked 2026-10-14
29. 29
    The Teams CallQueue table's CQCallResultLegendString has six English values: Abandoned, Agent Answered, Overflowed, Timed Out, No Agents and Other.

    Reporting - Historical Table Field Definitions · Cloud Call Queue Analytics report > CallQueue table > CQCallResultLegendString · Checked 2026-10-14
30. 30
    A Teams 'missed calls' figure that should include callers routed to voicemail or disconnected by timeout, overflow or no-agents exceptions cannot come from CQCountAbandoned alone; those outcomes must be added from the result legend.inferred

    Reporting - Historical Table Field Definitions · Cloud Call Queue Analytics report > CallQueue table > CQCallResultLegendString and CQTargetTypeLegendString · Checked 2026-10-14
31. 31
    Teams admin center usage reports do not report on auto attendants or call queues nested without resource accounts, while the Power BI historical reports support nesting with or without resource accounts.

    Planning - Reporting Considerations · Reporting and nesting > Teams admin center usage reports; Teams Phone Agent, Auto Attendant, and Call Queue historical reports in Power BI · Checked 2026-10-14
32. 32
    Teams admin center usage reports cover at most 28 days, whereas the Power BI and Queues App historical reports provide up to 45 days.

    Planning - Reporting Considerations · Reporting and nesting > Teams admin center usage reports (bullet: More than 28 days of reporting) · Checked 2026-10-14
33. 33
    The Teams admin center Auto Attendant Usage and Call Queue Usage reports only provide a count of calls received.

    Planning - Reporting Considerations · Reporting and nesting > Teams admin center usage reports · Checked 2026-10-14
34. 34
    Webex Calling call queue agent stats count Bounced calls as calls presented to an agent that went unanswered.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Call Queue Agent Stats > Bounced calls · Checked 2026-10-14
35. 35
    Webex non-Meetings analytics data is made available within 24 hours, with metrics available by 1:00 PM GMT the next day.

    Analytics for Your Cloud Collaboration Portfolio · Data availability statement · Checked 2026-10-14
36. 36
    Webex Control Hub analytics keeps 3 months of data for Standard customers and 13 months for Pro Pack customers.

    Analytics for Your Cloud Collaboration Portfolio · Data retention statement (Standard vs Pro Pack) · Checked 2026-10-14
37. 37
    Webex Calling does not count calls declined by an agent as bounced calls.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Call Queue Agent Stats > Bounced calls note · Checked 2026-10-14
38. 38
    The Webex Calling detailed call history Answered field is per call leg, and in a hunt group the agent who did not pick up the call has Answered = FALSE.

    Reports for Your Cloud Collaboration Portfolio · Webex Calling detailed call history report > field descriptions > Answered · Checked 2026-10-14
39. 39
    The Webex Calling detailed call history Correlation ID ties together multiple call legs of the same call session.

    Reports for Your Cloud Collaboration Portfolio · Webex Calling detailed call history report > field descriptions > Correlation ID · Checked 2026-10-14
40. 40
    Counting Answered = FALSE rows in Webex Calling CDR overstates missed hunt group calls, because each unanswering member leg is FALSE; legs must be grouped by Correlation ID to count missed calls per caller.inferred

    Reports for Your Cloud Collaboration Portfolio · Webex Calling detailed call history report > field descriptions > Answered; Correlation ID · Checked 2026-10-14
41. 41
    The Webex Calling detailed call history Original reason field includes the values HuntGroup (a hunt-group call to a member) and CallQueue (a call center call to a queue member).

    Reports for Your Cloud Collaboration Portfolio · Webex Calling detailed call history report > field descriptions > Original reason · Checked 2026-10-14
42. 42
    In Webex Calling call queue analytics, Abandoned calls counts calls where the caller hung up or left a message before an agent became available.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Call Queue Stats > KPI: Abandoned calls · Checked 2026-10-14
43. 43
    Webex Calling call queue stats report Overflows - Busy (queue limit met) and Overflows - Timed out (wait exceeded the configured maximum) as columns separate from Abandoned.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Call Queue Stats > table columns Overflows - Busy and Overflows - Timed out · Checked 2026-10-14
44. 44
    The Webex analytics article lists Call Queue Stats, Call Queue Agent Stats and Live Queue Stats as downloadable reports but names no hunt group report, so hunt group missed-call exports likely require the detailed call history instead.inferred

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Reports section · Checked 2026-10-14
45. 45
    The Webex Calling Total hunt group calls KPI counts incoming calls routed to hunt groups in the date range, including answered, unanswered and abandoned calls.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Hunt Group > KPI: Total hunt group calls · Checked 2026-10-14
46. 46
    Webex Calling hunt group analytics report Hunt group unanswered calls (unanswered by agents) and Hunt group abandoned calls (caller hung up before an agent became available) as separate KPIs.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Hunt Group > KPIs: Hunt group unanswered calls; Hunt group abandoned calls · Checked 2026-10-14
47. 47
    Webex Calling Live Queue Stats data is collected every 30 seconds and the analytics date picker does not apply to it.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Live Queue Stats · Checked 2026-10-14
48. 48
    Since January 27, 2026, the selectable date range for Pro Pack customers in Webex Control Hub analytics is capped at 3 months per query.

    Analytics for Your Cloud Collaboration Portfolio · Data retention statement (Pro Pack date range) · Checked 2026-10-14
49. 49
    Webex Calling call queues with no data do not appear in the call queue stats table.

    Analytics for Your Cloud Collaboration Portfolio · Calling analytics > Call Queue Stats table note · Checked 2026-10-14
50. 50
    The same caller outcome is classified differently across platforms: reaching voicemail before an agent is Abandoned in Webex Calling queue stats, a flow-out in Genesys Cloud, and a Timed Out or Overflowed (Voicemail) result in Teams.inferred

    Analytics for Your Cloud Collaboration Portfolio · Call Queue Stats > Abandoned calls; compared with genesys-faq-what-abandons-include FAQ answer and ms-learn-aa-cq-historical-field-defs CQTargetTypeLegendString · Checked 2026-10-14
51. 51
    Practitioners have observed that a Zoom Phone queue call shown as Abandoned in Call Queue Historical Reports appears as No Answer in call logs, and a Zoom forum responder stated the abandoned result is not returned via the Open API (2023).field report

    Call Log Results Don't Match Historical Reports · Posts by kyle.aebischer 2023-07-07 and gianni.zoom 2023-08-01 · Checked 2026-10-14
52. 52
    Zoom Phone call queue analytics define Abandoned as the number of times an end user abandoned a call before connecting with an agent.

    Call queue analytics KPIs glossary · Call result KPIs > Abandoned · Checked 2026-10-14
53. 53
    In Zoom Phone call queue analytics, Missed is a member-performance KPI counting calls received by the agent that were missed, not a queue-level call result.

    Call queue analytics KPIs glossary · Members Performance KPIs > Missed · Checked 2026-10-14
54. 54
    Zoom Phone call queue analytics define Overflowed as calls that enter and leave a queue without getting answered.

    Call queue analytics KPIs glossary · Call result KPIs > Overflowed · Checked 2026-10-14
55. 55
    The Zoom Phone call queue real-time dashboard includes statistics for the current day only.

    Call queue analytics KPIs glossary · Real-time dashboard note · Checked 2026-10-14
56. 56
    Zoom Phone In-queue Wait Time is the time an end user waited live before the call was answered, overflowed or abandoned.

    Call queue analytics KPIs glossary · In-queue Wait Time · Checked 2026-10-14

Documents

Cite this page

WarmTransfer. (2026, October 14). Reporting missed and abandoned calls across hunt groups and queues. WarmTransfer. https://warmtransfer.net/knowledge/missed-call-reporting

@misc{warmtransfer-missed-call-reporting,
  title  = {Reporting missed and abandoned calls across hunt groups and queues},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/missed-call-reporting},
  note   = {Verified 2026-10-14}
}