The Abandon (Hold) metric is misleading. It counts when a caller hung up while they were on hold which is perfect - this is what we want. However, it also counts other scenarios.

We have callers choose the customer service option from our IVR often. Many times, they need to speak with another department or someone specific. The customer service queue member will place them on hold prior to transferring the call. If the transferred call isn't answered, that counts toward the queue members Abandon (Hold) count. It doesn't matter if the caller leaves a voicemail for the intended extension or not. If it doesn't end in a "Live call" status, it counts as Abandon (Hold). This should only count as a Transfer, not as Abandon (Hold). I brought this up to support, but "It's working as designed."

Please correct this or provide a way to filter only for calls that were truly abandoned while on hold.

Thank you,
DeAnna