Determining our missed service opportunities

We are not a true call center.  We are a service center for our employees, but we use Cisco Finesse as our tool that routes calls to our representatives.

I say this because we do not look at our data/stats in the same manner in which a true call center would.

I am trying to identify our areas of missed opportunities.  Could you be so kind as to look at the attached and give some direction.

I'm looking at Abandoned calls and differences between calls presented and handled -across multiple reports.

Hi Celestine,

  I would request you to refer this url - At what point are Calls abandoned counted for related information.

Thanks and Regards,

Geevarghese