Total Abandoned Contacts |
The total number of contacts that are Abandoned. The number of contacts Abandoned for different channels (Chat & Voice) is
also displayed. Contacts can get abandoned in the following scenarios:
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When in IVR.
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When in Queue Waiting Time (QWT).
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When in sequential QWT.
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When in parallel QWT. Applicable only for UCCX.
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When an agent does not receive the call.
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Leading Abandonment Reason |
The percentage of total contacts that got abandoned in Queue Waiting Time (QWT).
For example, in a day total contacts are 1000 and in that 100 contacts were Abandoned, the QWT for these 100 contacts that
were Abandoned can fall in the following categories:
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10 calls in less than 1 minute.
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25 calls in the range of 1–5 minutes.
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50 calls in the range of 5–10 minutes.
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15 calls more than 10 minutes.
Note
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For the above example, the Leading Abandonment Reason shows 65% (looking at maximum period calls that got abandoned) and QWT
as more than 5 minutes.
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Call Back / Renewed Chat Rate |
Total percentage of customers who have contacted back either through voice calls or chat.
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Customer Journey |
The Sankey diagram shows at which stage the contact was abandoned. This diagram shows a vertical bar for the different Entry
Points, Queues, Wait Time, and Agents.
The view depends on the selected Channel Type. Hovering over the stages shows more information, like the number of abandoned
contacts and number of contacts that are handled by each agent.
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Contacts Trend |
The Area chart shows the Trend of contacts that are handled and abandoned for each channel type for the selected duration.
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Abandoned Contacts By Stage |
The Donut diagram shows in which stage the contacts got abandoned.
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Abandoned Contact Details |
The tabular view displays the details of each abandoned contact for the selected duration.
- ANI
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This indicates the caller's phone number that is associated with the caller if it is voice calls and email address if it is
chat.
- DNIS
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This indicates the agent's phone number that is associated with the agent.
- First Contact Time
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This indicates the time when the contact came into the contact center.
- Abandonment Stage
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This indicates at which stage the contact got abandoned for example: IVR, in Queue, or at Agent during ringing.
- Transfers
- This indicates the number of times a contact has been transferred.
- Total Wait Time
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This indicates the time that the contact was in wait before it got abandoned. This includes the IVR / self-service time and
the QWT.
- Repeat Call Time
- This indicates when a caller returned the call (repeat call) within a specified duration (currently it is one hour).
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