WARMTRANSFER / OUTCOMES & ABANDONMENT
Contact Outcomes & Abandonment
2026-08-03 — 2026-08-09 · America/Chicago
Deterministic report · No AI used · WT-REPORT-1.1 · Generated 2026-08-10T12:00:00.000Z
Answered87.2%879 contacts
Abandoned7.3%74 explicit
Not connected5.5%55 contacts
Unknown0.0%0 retained
Report summary
- Customer Service · 000001 accounts for 252 of 1,008 records in this selection.
- The busiest local hour is 08:00–09:00 with 140 records across the selected days.
- 74 records explicitly report abandonment. Other unconnected outcomes remain separate.
- 84 contacts have one or more transfers; 126 transfer events are recorded. These are different measures.
Outcome and direction mix
Every selected contact remains visible
Answered879 87.2%
Abandoned74 7.3%
Not connected55 5.5%
Unknown0 0.0%
Direction
inbound910 90.3%
outdial98 9.7%
Daily contact volume
Completed contacts by local date
Daily detail
Outcome and duration metrics for each local date in the report.
| Local date | Contacts | Answered | Abandoned | Not connected | Unknown | Answered share | Queue wait | Connected + wrap-up |
|---|---|---|---|---|---|---|---|---|
| 2026-08-03 | 120 | 104 | 9 | 7 | 0 | 86.7% | 23.4s | 227.4s |
| 2026-08-04 | 128 | 112 | 9 | 7 | 0 | 87.5% | 23.3s | 227.8s |
| 2026-08-05 | 136 | 119 | 10 | 7 | 0 | 87.5% | 23.9s | 223.4s |
| 2026-08-06 | 144 | 125 | 11 | 8 | 0 | 86.8% | 23.5s | 224.2s |
| 2026-08-07 | 152 | 133 | 11 | 8 | 0 | 87.5% | 23.3s | 230.4s |
| 2026-08-08 | 160 | 139 | 12 | 9 | 0 | 86.9% | 23.7s | 228.7s |
| 2026-08-09 | 168 | 147 | 12 | 9 | 0 | 87.5% | 23.3s | 225.2s |
Outcomes by final queue
Compare answered and explicit non-answer outcomes by final queue.
| Final queue | Contacts | Answered | Abandoned | Not connected | Unknown | Answered share | Queue wait | Connected + wrap-up |
|---|---|---|---|---|---|---|---|---|
| Billing | 252 | 219 | 19 | 14 | 0 | 86.9% | 27.1s | 232.4s |
| Customer Service · 000001 | 252 | 218 | 23 | 11 | 0 | 86.5% | 25.7s | 234.4s |
| Customer Service · 000004 | 204 | 186 | 11 | 7 | 0 | 91.2% | 25.6s | 213.2s |
| Technical Support | 202 | 165 | 21 | 16 | 0 | 81.7% | 26.1s | 213.9s |
| Outbound Care | 98 | 91 | 0 | 7 | 0 | 92.9% | 0.0s | 245.6s |
Data quality & coverage
1,008 input rows · 0 duplicate IDs removed · 0 excluded rows · 1,008 selected records.
- FICTIONAL SAMPLE DATA — generated without customer records or bearer tokens.
- Missing or invalid duration and transfer values stay unknown; they are not converted to zero.
- Queue identity uses the Webex queue ID when available; duplicate queue names are shown with an ID suffix.
- Queue attribution uses the final queue carried by each contact; this is not a per-queue-offer or transfer-leg report.
- File coverage is not verified against the source system. An empty day can mean no records or an incomplete export.
How these numbers were calculated
- CUCM CDR
- Records are CUCM call legs. Queue wait, wrap-up, transfer counts and direction stay unknown. A zero duration can be a connected call shorter than one second.
- Records
- Completed contacts for Contact Center; call legs for Webex Calling. Records are not necessarily distinct calls.
- Answered share
- Records explicitly answered / all selected records. Unknown outcomes remain in the denominator.
- Abandoned
- Only records explicitly labeled abandoned. This is not all unanswered records and is not an Analyzer service-level denominator.
- Average queue wait
- Sum of queue-wait seconds / answered records with known queue-wait values. Ring time is not included; this is not ASA.
- Average connected
- Sum of connected seconds / answered records with known connected values. No assumption about whether connected includes hold.
- Average wrap-up
- Sum of wrap-up seconds / answered records with known wrap-up values. Missing values are excluded, not treated as zero.
- Connected + wrap-up
- Mean of connected plus wrap-up seconds, using answered records where both fields exist. Hold is not added. Not labeled Analyzer-parity AHT.
- Transfer share
- Contacts with one or more transfers / contacts with a known transfer count. Transfer events are a separate count.
- Percentiles
- Nearest-rank percentile of known non-negative duration values. Missing values are excluded and the contributing count is printed beside the result.
- Totals
- Ratios use pooled numerators and denominators. Group percentages are never averaged.
- Timezone
- All date filters, daily buckets, and hourly buckets use the timezone printed on the report. Dates select contact start time.
- Coverage
- Includes only supplied records. Gaps are not proof of zero traffic; missing records cannot be reconstructed from an export.
- Attribution
- Contact Center queue, team, and agent identities are the final recorded handler identities. Earlier transfer legs are not included. Agent-state, occupancy, and adherence require a separate session/event dataset.
- Method version
- WT-REPORT-1.1; deterministic calculations; no language-model processing.