The ABNTIME item is included in the following database tables:
Split/skill tables
The length of time that callers waited in queue and ringing at an agent's telephone before abandoning the call. For phantom abandons, ABNTIME includes the total time until the agent releases the call.
This is a cumulative item.
Agent tables
The length of time that split/skill ACD callers waited while ringing the agent's telephone before abandoning the call. For phantom abandons, ABNTIME includes the total time until the agent releases the call.
This is a cumulative item.
Vector tables
The length of time that a caller spent waiting while vector steps were executed, the call was queued and ringing before abandoning. For phantom abandons, ABNTIME includes the total time until the agent releases the call.
This is a cumulative item.
VDN tables
The length of time that a caller spent waiting while vector steps were executed, the call was queued and ringing before abandoning. For phantom abandon calls, ABNTIME includes the total time from entering the VDN until the agent releases the call.
