Who should read this article: Administrators, Supervisors
Report on the percentage of calls abandoned by contacts waiting in queue.
Introduction
The Inqueue Abandons (In-queue abandons) report shows the total number of calls that were abandoned while waiting in a queue. These are calls where the contact hung up before being connected with an Agent.
This key Queue performance metric helps identify potential service issues. A high number of abandons in a queue may indicate insufficient staffing or longer-than-acceptable Agent handling times.
Configuring the report
General section
Use the Wait time threshold (sec) field to include only calls that were terminated after the specified number of seconds.
Assigned queue section
The report aggregates the abandons metrics by queue.
Use the Queue menu to select the queue to report on.
Schedule
This report can be scheduled for automatic delivery to one or more email addresses. For details, see Historical reports overview.
Run report
To run a one-time report, select the reporting date and click Generate report. You can choose to save the current configuration for future use.
See Historical reports overview for more details.
Results
Results are displayed in a table and can be exported as a CSV file for external processing. For each day of the specified time interval, the table displays the following parameters and totals for each parameter:
- Date
- Total calls
- Answered calls
- Abandons
- Abandoned Calls
- Total
Inbound calls that are terminated by the caller after being placed in a queue.
A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions.
A technology that places inbound voice calls and omnichannel interactions into a virtual waiting line in which contacts waits to be connected with an agent. Queues direct calls to the best available agent to reduce waiting times. Interactions with different priorities can be assigned to different queues. Queues can play music and other messages to callers waiting to connect to agents. Voiso queues also offer contacts a callback option if the wait time on the queue is long.
Comma-Separated Values. A data file format where the content is structured in tabular form. Fields (data values) are separated by commas. Rows (records) are separated by line feeds. Voiso supports UTF-8 format for CSV files. CSV files allow interchange of data between spreadsheet applications, text files, and database. It is a common format for importing and exporting data. Each row represents a record. Each value represents an attribute.
The termination of an inbound interaction before it was connected to an agent. For Dialer campaigns, it refers to the dropping of a call because the system or agent was unable to connect.