We have similar issue. Compliance threshold set at default 2s but showing Compliance Abandon Rate at 0.00%. Is it the true count of compliance abandons or it seems it's not calculating properly. In the chart comparison of True vs Compliance Abandon, we have had contacts hang up during wait. https://help.mypurecloud.com/articles/outbound-abandoned-calls/. A concern is our True Abandon is calculating higher and will adjusting the threshold impact the counts for True Abandon?
Original Message:
Sent: 09-23-2024 08:30
From: Samuel Jillard
Subject: Compliance Abandon Rate
Hi Cody,
According to the Resource Centre article, the Compliance Abandon Rate displayed is what you have configured, but the default, if not configured, is 2 seconds.
I am not sure why you cant see the exact count of compliance abandons, but I will look into it
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 09-22-2024 13:25
From: Cody Herr
Subject: Compliance Abandon Rate
Under the performance tab when looking at campaign performance, we can see what our compliance abandon rate is. For all other abandon rate categories such as true abandons or contact abandons, you can also see the exact count. Is there a reason that is not available for the compliance abandons?
I also would like to know if this percentage is dependent upon the outbound settings where you can set the Compliance Abandon Threshold (in seconds). For example, if I have the seconds set to 10 seconds instead of 2, would the performance view show me the percentage based off the 10 seconds, or is it always based off the default of 2 seconds?
#Outbound
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Cody Herr
CAPITAL Services
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