When looking at the Analytics in the Real-time Dashboard, Long Abandons is not available as a field for us to report on, only Short Abandons. Reporting on Short Abandons is not very useful, as we would be reporting on the number of customers that called us, then quickly put the phone down, which is not useful data. Long Abandons, however, would give us a report showing how many people waited in the queue and then left, signifying that they waited too long.

It would be more useful to add in the "Long Abandons" field so we can show the number of calls that abandoned the call after 20 seconds.

For context, we are wanting to add the "Long Abandons" metric to a wallboard. However, the only metric available is "Short Abandoned", which is not useful.