[How-To] Diagnosing Abandoned Calls in ACD and MAX

High abandon rates? Here’s how to investigate in CXone.

1. Short Abandons vs. True Abandons
   First, check your short abandon threshold. Callers who hang up within 5 seconds might be misdials, not service failures.
2. Contact History Report
   Run the Contact History report to see exactly when callers are dropping. Are they abandoning during the IVR prompt or while in queue?
3. Review Queue Configuration
   Check your REQAGENT settings in Studio. Ensure that hold music is actually playing and callers aren’t sitting in dead silence.