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from the Plum Voice IVR Glossary
There are two types of abandoned calls: inbound and outbound. Inbound calls typically refer to calls placed by consumers to call center operators. Abandoned inbound calls are calls that are terminated while customers are on hold waiting to be served. Outbound abandoned calls refer to calls made by automatic dialers that are terminated by the call distributor before contact with the call recipient occurs. Outbound calls become abandoned calls when live contact is made, but phone operators are unavailable to field the call. In either instance, abandoned calls are defined as calls that are concluded after a call has been answered, but before discourse has begun.
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