Split/skill tables

The number of CALLSOFFERED that are abandoned while in queue or ringing at an agent position.

When a call is abandoned while it is queued to multiple splits/skills, only the primary split/skill increments ABNCALLS. If a split/skill ACD call is ringing at an agent and then abandons, the split/skill that routed the call to the agent gets credit for the abandon. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

ABNCALLS = ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 + ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 + ABNCALLS9 + ABNCALLS10

ABNCALLS includes ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS, SLVLABNS.

This item is cumulative within the given skill and reflects the cumulative time the call spent processing in the specific skill.

Agent tables

The number of split/skill ACD calls that are abandoned while ringing the agent's telephone (after being directed to the agent telephone, but before being answered). ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

This is a cumulative item.

Trunk group tables

The number of calls carried by this trunk group that are abandoned by the caller before being answered by an agent.

ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

This is a cumulative item.

Trunk tables

The number of calls carried by this trunk that are abandoned by the caller before they are answered by an agent. Direct calls to unmeasured stations that do not go through a measured VDN or split/skill are not recorded. ABNCALLS includes all calls abandoned by the caller that are carried by this trunk, except for direct calls to unmeasured stations that do not go through a measured VDN or split/skill. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer. Calls that abandon while listening to a forced disconnect are also included in ABNCALLS.

ABNCALLS includes ABNVECCALLS, ABNQUEUECALLS, ABNRINGCALLS, and PHANTOMABNS.

This is a cumulative item.

Vector tables

The number of INCALLS that are abandoned while INPROGRESS for this vector. This includes split/skill and direct agent ACD calls that abandon from queue or from ringing, and calls that abandon from vector processing.

ABNCALLS includes ABNQUECALLS, ABNRINGCALLS, and PHANTOMABNS.

This is a cumulative item.

VDN tables

The number of INCALLS that are abandoned while INPROGRESS for this VDN. This includes split/skill and direct agent ACD calls that abandon from queue or from ringing, calls that abandon from vector processing, and calls that abandon after being routed to an extension by the “route to'' vector command. ABNCALLS includes PHANTOMABNS, which are ACD calls and calls routed to an agent or extension with talk times less than the value of the phantom-abandon call timer.

ABNCALLS includes ABNCALLS1 through ABNCALLS10, ABNQUECALLS, ABNRINGCALLS, PHANTOMABNS, and SLVLABNS.

This item is cumulative within the given VDN and reflects the cumulative time the call spent processing in the specific VDN.