How abandondoned calls are categorized

Abandoned Call Definition:

Total number of calls where the call terminated before the caller reached an agent.
 

Calculation:

Caller Talk Time is 0 AND
External Agent Length is 0 AND
Agent Consult Time is 0 AND
Queue Length is greater than 0

Calculated as any call having queue time greater than 0 seconds, and no assigned agent, no external agent talk time, and no Agent Consult Time.