Displays a summary of the calls of a routing service that were abandoned during a selected duration.
How it works
Tracks the number of calls that were abandoned during a selected duration. Supervisors can use the information to compare different routing services and determine which routing service had the maximum number of abandoned calls.
Business usage
How do you understand the call performance of routing services for a given duration?
The Call Profile Abandoned report displays information about the number of calls that were abandoned for a given duration. For example, to view how many calls related to your routing services were abandoned in a given quarter, you can use the time filters to select the months of the quarter. Once you know which routing service registered the maximum number of abandoned calls, you can plan process improvements for that routing service.
How do you know which channels of a routing service reported the maximum number of abandoned calls?
The bar graphs in the report represent the channels of the selected routing service. Each color-coded bar represents a specific channel.
Hover the mouse pointer over each of the bars to view the number of abandoned calls in that channel. You can view this information for different intervals and metrics. Once you determine which channel reported the maximum number of abandoned calls, you can plan process improvements for those channels.
How does abandoned call information help organizations to make business decisions?
An abandoned or unanswered call is similar to a missed opportunity, especially in sales or promotional services. The more the number of abandoned calls, the heavier the losses to an organization.
For example, a particular routing service consistently reports high numbers of abandoned calls. In this case, supervisors need to find better strategies to improve call performance and mitigate the organization's risk of losses.
How do you determine the call abandonment rate?
Divide the number of abandoned calls by the total number of calls received for a particular routing service.
Does the total number of abandoned calls include calls that were dropped while they were on hold, during alerting after a consultative transfer, or during alerting after a blind transfer a selected duration?
In an abandoned call, the caller hung up the call before being answered by an agent. Hence, none of these situations adds up to the count of abandoned calls in the report.
