What is the difference between Abandoned and Missed calls?

An abandoned call is considered to be any call to a call queue where the caller hung up before the call was answered by anyone.

An abandoned call is still considered a missed call, however if a call is dispatched to an agent and the agent doesn't answer so the call overflows or goes to the next agent, this call will be considered a missed call for that agent but it will not be considered an Abandoned call.

The same goes for calls that go to voicemail, these are not considered abandoned as the caller did not hang up.