Filter conversations by Abandoned in IVR
Some voice calls never make it to an agent — the caller hangs up while still in the IVR or closed-message flow, before ever reaching a queue. These calls leave behind a conversation record, but nobody was ever going to reply to them. The Abandoned in IVR filter lets you isolate exactly this set.
What it surfaces
Turning on Abandoned in IVR narrows the conversation list to voice-channel conversations where the caller disconnected before reaching a queue. It does not match:
- Calls that reached a queue and were later missed or abandoned there
- Calls answered by an agent, however briefly
- Non-voice conversations — the filter is scoped to the voice channel only
How to enable it
- Open the conversation list and click Filter.
- Find the Abandoned in IVR checkbox.
- Check it, then apply the filter.
The conversation list (and tab counts) immediately narrow to matching voice conversations.
Works alongside your other filters
Abandoned in IVR is additive — it combines with whatever else you have set, the same way the AI escalated toggle does. For example, you can pair it with an assignee, tag, or date range filter to answer questions like “how many IVR abandons did we have last week for this queue’s number.”
No open-status filter required
These calls are lifecycle-correct as Archived (Resolved), not Done — they’re dead calls that will never get a reply, so there’s nothing to keep “open” while waiting for the customer to come back. Because of that, Abandoned in IVR deliberately does not default the status filter to open/unresolved statuses the way some other toggles do. Leave your status filter as-is (or don’t set one) and these archived calls will still show up — filtering to Active or Done only would hide the very rows this filter targets.
Saved views and URL params
Like other filters, Abandoned in IVR persists:
- Saved filters — save a view with the checkbox on, and it’s restored exactly as configured next time you load it.
- URL params — the filter state round-trips through the URL, so a link to a filtered view (e.g. shared with a teammate or bookmarked) reproduces the same filtered list.
Automating on IVR abandons
If you want to route or act on these calls automatically rather than just viewing them, automation rules support a matching trigger and condition:
- Trigger:
call_abandoned_in_ivr— a Voice trigger that fires when a call ends in the IVR/closed-message branch, whether or not it left a reopenable conversation behind. - Condition:
conversation.reachedQueue(Yes/No) — lets a rule check whether the call in question reached a queue at all.
A common use case is assigning calls that hit call_abandoned_in_ivr to a dedicated “IVR” team or tag, so they’re easy to track separately from calls that were missed after actually queuing. See your automation rule builder’s Voice trigger list to set this up.