Cisco Routing and Switching Field Specialist

Cisco Training Describe Ethernet blade switches

What are two ways a call can be documented as abandoned?

A. The agent hangs up on the caller.
B. The caller hangs up before reaching an agent.
C. The error in workflow causes the caller to be dropped.
D. The caller hangs up after reaching a session-handled step.
E. The caller hangs up before reaching a session-handled step.

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Answer: B, E
Abandoned Call Detail Activity - Contains information about calls that are abandoned. For
ICD calls, a call is abandoned if it is not answered by an agent or if the caller hangs up or is
disconnected. For IVR calls, a call is abandoned if it does not get past the workflow step
that sets the handle flag. If a call has more than one leg that is abandoned, each abandoned
leg is displayed in this report.