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Understanding Abandoned Data in Flex Insights

When analyzing historical data in Flex Insights, you may encounter tasks marked with the "Abandoned" attribute. Curious about what causes this metric to be populated? In this article, we will explore what leads to a task being labeled as "Abandoned".

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.

 

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