Tasks Abandoned

The Tasks Abandoned report is an Interactive Report that provides insight into interactions that were abandoned before being handled by an agent. It focuses on the volume, distribution, and trends of abandoned tasks across organizational dimensions and time.

This report is intended for identifying abandonment patterns, peak abandonment periods, and potential capacity or routing issues.

Available Pages

The Tasks Abandoned report consists of the following pages:

  • Main

  • Details

  • Month Comparison

  • Volume

Main

The Main page provides a high-level overview of abandoned tasks for the selected time period.

It includes:

  • Total number of abandoned tasks

  • Distribution of abandoned tasks by team

  • Distribution by site

  • Distribution by channel

  • Distribution by queue

  • Distribution by abandon type

  • Abandoned tasks by start interval

This page is intended for quick identification of where and when abandonments most frequently occur.

../_images/tasks-abandoned-1.png

Details

The Details page presents task-level information for abandoned interactions.

It includes:

  • Task start and end timestamps

  • Communication channel

  • Entry points and queues

  • Interaction direction

  • Campaign and destination details

  • Customer phone number and email (where available)

This page is primarily used for detailed investigation and auditing of individual abandoned tasks.

../_images/tasks-abandoned-2.png

Month Comparison

The Month Comparison page focuses on comparing abandonment metrics across months.

It presents:

  • Total abandoned tasks by month

  • Comparative view of abandonment trends between months

  • Option to switch between absolute abandoned counts and abandon rate

This page is useful for identifying month-over-month changes and seasonal patterns in abandonment behavior.

../_images/tasks-abandoned-3.png

Volume

The Volume page provides a time-based breakdown of abandoned task volume.

It includes:

  • Number of abandoned tasks by hour

  • Hourly distribution broken down by month

  • Percentage-based abandonment distribution by hour

  • Heatmap-style visualization highlighting peak abandonment periods

This page helps identify daily and hourly peaks where abandonment is most prevalent.

../_images/tasks-abandoned-4.png

Notes

  • This is an Interactive Report

  • All pages respect the applied filters

  • Drill-through actions may be available from selected visuals

  • Exporting follows standard Power BI export behavior