Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Call Abandonment Calculations

    Posted 08-12-2020 10:32
    No replies, thread closed.

    Hi-

    Our abandonment rate is extremely high and while researching I've noticed if a call disconnects during our initial greeting, it counts as an abandoned call.  Is there a way to change this? Our greeting is 10 seconds. 

    Thanks,
    Kim


    #Reporting/Analytics

    ------------------------------
    Kim Greer
    Falck Global Assistance LLC
    ------------------------------


  • 2.  RE: Call Abandonment Calculations

    Posted 08-12-2020 11:42
    No replies, thread closed.
    Hi Kim

    We calculate our abandoned rate to not count the short abandoned.
    (You would need to have the reporting to include the short and standard abandoned numbers)

    The calculation would be as follows:

    standard abandoned / (abandoned waiting + accepted)

    Hope this helps?



    ------------------------------
    Monique mktUknown
    System Administrator
    Messer Canada Inc.
    ------------------------------



  • 3.  RE: Call Abandonment Calculations

    Posted 08-13-2020 02:31
    No replies, thread closed.
    If you are using the Performance Views for reporting you'll see that we show the abandons both with and without the short abandons included.   You can configure what is considered a short abandon within admin: https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/  and also there's the abandon insights view (https://help.mypurecloud.com/articles/abandon-intervals-metrics-view/)  which will allow you to see your abandons in your configured time buckets.  Hope this helps!



    ------------------------------
    Darlene Oordt
    Sr. Director Product Management
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Call Abandonment Calculations

    Posted 08-14-2020 11:06
    No replies, thread closed.
    Hello @Darlene Oordt does these adjustments for abandon rate include outbound calls?  ​​We must made the move to GCloud and our outbound abandon rate is high. I am wondering if it is because we didn't adjust this.

    ------------------------------
    Sheldon Breading-Goodrich
    Edelman Financial Engines, LLC
    ------------------------------

    Original Message


  • 5.  RE: Call Abandonment Calculations

    Posted 04-22-2021 02:53
    No replies, thread closed.
    Hi, 
    Sorry for the late response 
    @Kim. This is a very late response. The performance tab is very useful, we have both normal abandoned and short abandoned fields in our custom reports. 
    @Sheldon. Are you doing outbound call 'on behalf of a queue'
    ​Kind Regards​

    ------------------------------
    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------



  • 6.  RE: Call Abandonment Calculations

    Posted 04-22-2021 10:27
    No replies, thread closed.
    @Warren Beddie we are doing both with dialer and on behalf of queue.​

    ------------------------------
    Sheldon Goodrich
    Edelman Financial Engines, LLC
    ------------------------------

    Original Message


  • 7.  RE: Call Abandonment Calculations

    Posted 04-22-2021 12:36
    No replies, thread closed.
    No, abandonment rates for outbound are found in outbound reporting.  Lots of good reasons to keep them separate, too long to list here but all are business driven that I can think of.


  • 8.  RE: Call Abandonment Calculations

    Posted 04-22-2021 12:43
    No replies, thread closed.
    Hi, 
    @Sheldon Goodrich. I would say to you your problem is coming from using power or predictive dialer.and not standard outbound dialing. We are in the process of completing drill down custom reporting for campaigns similar to the queue abandoned one below but more drill down to see where the problem is coming from. Glad to have a conversation with you off this thread 

    . 
    Kind Regards​​

    ------------------------------
    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------



Related Content