Report 7.04 - Abandoned Interactions
Provides insight into the thresholds callers waited until abandoning their interaction
Parameters:
- Customer Database – source database
- Time Zone - customer’s time zone by Default
- Manual Start Date
- Manual End Date
- Period – Choices are Custom, Last Hour, Today, Yesterday, Last Week, This Month, Last month, Last Year, Last 7, 14, 21 or 30 Days
- Display Language
| - Calculated Start Period
- Calculated End Period
- Business Process – multi-value parameter
- Media Channel – multi-value parameter
- Report Type – Choices are Cumulative, Hour Interval, or Quarter of an Hour Interval
- Show Empty Rows
- Abandon Threshold 1-5
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Fields:
- Date
- Interval
- Calls Queued - The number of calls that entered the queue excluding any non-live call (a caller didn't initiate that interaction) such as Callbacks or Preview Campaign calls.
- Calls Answered - The number of queued calls that were answered by agent.
- Service Level - The percentage of inbound interactions that entered the queue and were answered by an agent within the specified goal (seconds). ** excludes any calls or chats that meet the Short Abandon threshold **
- Calls Abandoned - For any calls that entered the queue, the number of inbound customer calls where the caller hung up before reaching any other final destination.
- Average Abandon Time – the average amount of time an interaction waited in queue before abandoning
- Calls/Chat Abandoned Threshold 1 – Number of abandoned interactions in the queue between 0 seconds and threshold 1
- % Calls/Chat Abandoned Threshold 1 - % of queued interactions in the queue that abandoned between 0 seconds and threshold 1
- Calls/Chat Abandoned Threshold 2 - Number of abandoned interactions in the queue between 0 seconds and threshold 2
| - % Calls/Chat Abandoned Threshold 2 - % of queued interactions in the queue that abandoned between 0 seconds and threshold 2
- Calls/Chat Abandoned Threshold 3 - Number of abandoned interactions in the queue between 0 seconds and threshold 3
- % Calls/Chat Abandoned Threshold 3 - % of queued interactions in the queue that abandoned between 0 seconds and threshold 3
- Calls/Chat Abandoned Threshold 4 - Number of abandoned interactions in the queue between 0 seconds and threshold 4
- % Calls/Chat Abandoned Threshold 4 - % of queued interactions in the queue that abandoned between 0 seconds and threshold 4
- Calls/Chat Abandoned Threshold 5 - Number of abandoned interactions in the queue between 0 seconds and threshold 5
- % Calls/Chat Abandoned Threshold 5 - % of queued interactions in the queue that abandoned between 0 seconds and threshold 5
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