What is the difference between "Queue Abandonment L" and "Queue Abandonment R" in call tracking? (Call Status)

• Queue Abandonment R: This refers to the call status when the customer ends the call immediately after the waiting call has been assigned to an agent.
  
  
   
• Queue Abandonment L: This refers to the call status when the customer ends the call while the call is ringing after being assigned to an agent. 
  

Both Queue Abandonment L and Queue Abandonment R statuses are counted in the statistics as queue abandonment calls.

Additionally, to explain other call status values:

• IVR Abandonment: This refers to the call where the customer ends the call while the guidance message is being played after entering IVR, and since the customer has not entered the queue for connection to an agent, it is generally not counted as an abandonment call.
  
  
   
• Queue Abandonment: This is the status of a call that was terminated by the system after the queue timeout elapsed before being connected to an agent, or when the customer ends the call.
  

 The order in which inbound calls end is IVR Abandonment > Queue Abandonment > Queue Abandonment R > Queue Abandonment L  > Normal call termination.