Required security profile permissions: Abandon Rate Compliance View
Report source: DW
Report refresh rate: 5 minutes
Use the Abandon Rate Compliance Report to control the number of abandoned callCall that enters the contact center system, but the caller ends the call before reaching an agent. calls created on skillsClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. The Abandon Rate control engages after 50% of the specified abandon rate percentage is reached. The system manages the pacing aggressiveness so it does not exceed the specified value. The default value is 3.0%. The user can specify values to the first decimal place. See below:
The Abandon Rate compliance is Business Unit-wide. The system increases aggressiveness to come within 0.2% of the specified value. The Abandon Rate will be calculated on all abandoned calls and all live calls made within the same calendar day. The Abandon Rate is calculated based on Number of Abandons / (Abandons + Handled Calls).
This report is valuable because by controlling your abandon rates you will avoid both client complaints and fines from regulatory agencies.
