Stuck on why the Queue Abandon Rate metric in the Performance dashboard diverges significantly from raw data exports for our EU-West tenant. The dashboard shows 2.1% abandonment, while the CSV export indicates 4.5% for the same timeframe.
- Filter Queue Activity report by ‘Main Support’ queue.
- Set date range to last 7 days.
- Compare ‘Abandoned Calls’ count in dashboard vs. export.
Is the dashboard applying a specific timeout threshold or filtering logic that excludes certain disconnections?