Abandoned calls are readily identifiable from your ACD, however, the level of callers who receive a 'busy' or 'engaged' signal is genrally unknown.  Whilst some ACDs can detect this, they will generally only be able to incicate where lines have been blocked 100%.  ACDs which return busy signals will provide the necessary data.

The missing 'busy' information is in the network before the call reaches the ACD.  Network providers can provide the following information for you.

The following table demonstrates network 'busy' activity.

It indicates 5 callers made 27 attempts to get through to the ACD queue.

The table shows the level of Ineffective (I) & Effective (E) calls - a loop is not completed until a caller finally gets through.

Once a loop is completed any subsequent calls from the same number, start the process all over again.  It can be seen number 020865... took 11 attempts to get through twice. Of course, any of these callers may have subsequently abandoned in the queue.

The data can only be picked up where the dialling number is sent.