For the Abandoned rate, it is possible for a call to be answered, put on hold, and then the caller hangs up. This would count as answered and abandoned. This causes some customers that certain standards from customers on reporting to log abandoned calls that are not truly considered abandoned. The abandoned rate needs to reflect calls only that are actually abandoned calls.

Be able to adjust the Abandoned call conditions to more properly reflect what our company considers an abandoned call. For example, if a client calls in and hangs up, that doesn't not count as abandoned. Another would be based on time, like a client calls in and disconnects after only 20 seconds. Or at least create a category in Analytics that lets us see how many calls disconnect on the Client's end.

Dear Customer, Thank you for your feedback on customization capabilities for Abandoned calls. We are happy to inform you that we have addressed your need in our new product, LOB Analytics. LOB Analytics is a fully customizable dash-boarding and reporting solution that will give you access to very granular historical call activities data and analysis flexibility. LOB Analytics features customizable KPI builder where you can define how long the calls should be ringing to consider it an abandoned call or even filter out calls that had VM and many other conditions. We have also improved abandoned calls calculation to ensure the caller hangs up the call before is answered by the callee which should also take care of miscalculations. Learn more about LOB Analytics here: Refer User GuideWatch Video Tutorials -RingCentral Analytics Team

I see this has been marked as "planned", when is this expected to be released?

Absolutely required. I cannot believe this does not exist already. From a reporting standpoint, unanswered both calls during and outside business hours are recorded as abandoned. This makes no sense. A missed call during business hours and a missed call outside business hours are not the same at all.

This is absolutely necessary to provide data clarity. miscounting in the data is a serious problem for operational performance management.

The Abandon metric is fairly critical when evaluating reporting relating to incoming calls and for it to be as ambiguous as this is concerning. On a test call to a call queue/ hunt group it overflowed to our CC and was answered. This was captured as both answered and abandoned on the dashboard widget, so the ability for the system to read it was answered in the overflow exists, just need the abandon rate formula to be a bit more advanced and pick this up too.

Or, if the call rolls over to an 'overflow' group, it should not be considered 'Abandoned' when it rolls over.