Question
What causes Flex Insights to determine an interaction as "Abandoned"?
Product
Twilio Flex
Answer
Flex Insights contains historical data that comes from TaskRouter, which is leveraged by Flex. As such, TaskRouter events determine what is populated within Flex Insights.
There are two TaskRouter events that correlate to the "Abandoned" metric:
| Event | Description |
task.canceled |
Task is canceled before it has been assigned to an agent or while it is pending a transfer to a new agent. Unless intended, we recommend taking steps towards Avoiding Abandoned Tasks in Twilio Flex. |
task.transfer-failed |
A voice Task transfer failed. (This does not mean that the task was canceled.) |
Therefore, whenever the "Abandoned" metric populated in Flex Insights, it is because one of those (or both) events occurred.