If a caller ends the call and the call is reported as “Aborted” does this count towards the number of “Abandoned” calls within the reporting?
HI @kristine Which report are you seeing displaying the term “Aborted”?
I can then check to confirm.
Many thanks.
Jonathan
Hi Jonathan, under Platform, its reports - recent calls and searching on telephone number (then expanding on that number it gives a detailed breakdown of the call journey).
Ahh that makes sense.
The answer is not as black and white as you’d think though as it depends where the report shows as Aborted. For example.
The system may abort a call to an agent because they did not answer in time, this does not mean the call abandoned. But it could also show that it was because the caller hung up. - So aborted means it is aborting the task, but this can be dependent on the task and what is happening around it.
Typically, you would not look at this report to see a list of abandoned calls as it is used primarily for looking into calls and what went on with them (greatest troubleshooting tool as it shows every call in and out of the system in the last 90 days).
Is there a particular report/stat you are looking to obtain from this report? Perhaps there is a better way/report to give you what you need.
Kind Regards.
Jonathan
Hi Jonathan,
What I really want to know is, if a caller hangs up the call within the first 30 seconds will this count as an abandoned call? I have read that calls ended very quickly are not counted towards the abandoned stats but I don’t know what “ended very quickly” is in terms of seconds. I also read that you can potentially set the time limit within the group settings but I couldn’t find this.
I then tried to do some testing by calling and hanging up, firstly within 30 seconds and then after 30 seconds to see what the reports would say. That’s where I discovered the abort statement.
Ah. okay so if a caller is in your Contact Centre queue and hangs up at any point it is considered an abandoned call.
You can look at the Queue Time Analysis report within Contact Centre which will give you a breakdown of calls that were Answered/Abandoned/Redirected during 5 second increments.
If you are finding a lot of calls are abandoning quickly (within 0-10 seconds), the first thing I would look at is your Dialogue Messaging to see what is played to the caller before being transferred to the Contact Centre - it could be a prompt that people hear that cause them to hang up.
Let us know how you get on looking at when calls abandon and more than happy to arrange a call with you to go through anything.
Kind Regards.
Jonathan
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With regards to setting a timer to the Queue for not counting short abandoned calls we have an idea on the ideas portal that you may want to upvote / add comments to.