I’m looking at our ‘Queue Performance Summary’ dashboard for yesterday morning. For our ‘VIP Support’ queue, it shows 0 ‘Abandoned’ calls for the 09:00-10:00 interval.
However, in the same dashboard, the ‘Max Wait Time’ is 5 minutes and 12 seconds, and the ‘Average Speed to Answer’ is over 2 minutes. We only have 3 agents on that queue. It seems statistically impossible that nobody hung up during a 5-minute wait with only 3 agents working.
I suspect that calls that are being transferred out of the queue (e.g., to a voicemail flow after a timeout) are being counted as ‘Answered’ or ‘Flowed Out’ rather than ‘Abandoned’. How can I verify the actual ‘Customer Experience’ vs. what the summary dashboard is telling me?
You’ve hit on a common ‘Data Interpretation’ issue. In Genesys Cloud, an ‘Abandon’ only occurs if the customer disconnects while waiting in the queue.
If you have an Architect flow that says ‘After 2 minutes, transfer to Voicemail’, and the customer goes to Voicemail, that interaction is counted as ‘Flowed Out’ of the queue. To the summary dashboard, it’s a ‘Handled’ interaction because the queue did its job (it moved the call according to your rules).
To see the ‘Real’ frustration, you need to look at the ‘Service Level’ and ‘Flow Out’ metrics. If your Flow Out rate is high, it means your agents aren’t keeping up, even if the Abandon rate is zero.
Coming from NICE CXone, this was one of the biggest ‘Gotchas’ for me. In CXone, a transfer to voicemail after a queue timeout was often counted as an abandon. In GC, it’s a ‘Flow Out’.
Check your ‘Abandon Threshold’ settings too. If it’s set to 10 seconds, and someone hangs up at 5 seconds, they won’t show as an abandon. But for your specific case, I’d bet my last dollar on the ‘Flow Out to Voicemail’ scenario. Run a ‘Conversation Detail’ query and look for interactions where the disconnectType is NOT peer but the call never reached an agent segment. That will show you the calls that timed out and were moved elsewhere.