Calls abandoned in queue

Hello there,
Please could anyone explain to me the difference between a call being abandoned from the router queue and from the TDM queue?
Also, can anyone tell me how the TDM works? Please be kind to me an use simple language.
This is the definition for calls abandoned in queue from Cisco Help:
"The number of queued tasks for the skill group that were abandoned from the router queue (not the TDM queue) in the half hour interval"
Thank you in advanced.
Erica

Hello Erica,
I suppose that you are referring to the number of callers who have abandoned in IVR (Interactive Voice Response) when you say "calls abandoned in TDM queue". Those are the callers who have dialed the Contact Center number, the IVR responded with a welcome message and eventually some pre-recorded prompts. Customers who choose to close the line at this level (they did not speak to an agent) are considered as abandoned in IVR.
As for "abandoned in queue", those are the callers who have heard the welcome message, and then heard pre-recorded messages, navigated in the IVR menu and selected the option to speak to an agent. The call is now transferred to the Queue. If all the agents are busy, then the caller will hear the Hold Music. If there's an available agent, the customer will speak to the agent. Customer who close the line while listening to the Hold Music are considered as abandoned in queue (or "router queue" in UCCE terminology).
Hope this helps,
Justine.

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