Genesys CCPulse : How to display abandoned calls for Agent Group?

In our application, we want to find out how calls are reported and handled if the calls are abandoned at agent i.e.) customer disconnects call while it is ringing at agent station.

It is not available at ‘out of box’ definitions but fortunately easy to implement it.

Configure Abandoned Calls for Agent Groups

  • Configure below stat definition in your Reporting Stat Server
Genesys CCPulse : Abandoned

Abandoned Call Definition

  • Create/Modify agent group template to show this statistics
Genesys CCPulse : Abandoned Agent Group

Abandoned Agent Group

  • Open configured view in CCPulse and make test calls to verify the result

As you can see from the stat definition, you can use this statistics to track abandoned calls for agents and places as well.