The workaround we found was that you must go to export the report, and make sure to select the box to "include all columns." When you open that file it will show you the exact individual compliance rate per campaign. Multiply that by the number of contacts that campaign made. Then sum up the total number of compliance abandon counts and sum the total number of contacts. Then divide the total number of abandons by the contacts and you will see your actual Compliance abandon rate for the timeframe you are referencing. From what I can tell I would not trust the data shown by default in Genesys, but export the raw data and make the calculations from there.
Original Message:
Sent: 10-30-2024 14:00
From: Kets Xayasone
Subject: Compliance Abandon Rate
Hi Samuel,
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?
Thanks,
Kets
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Kets Xayasone
IT Manager
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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