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Interactions with conversation time 5 /10/30 minutes showing Abandoned

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  • 1.  Interactions with conversation time 5 /10/30 minutes showing Abandoned

    Posted 12-10-2021 12:18
    No replies, thread closed.
    Hi,

    In performance => Interactions when we filter out calls with 'Abandoned' filter we can see calls with conversation time of 5 /10/30 minutes and abandoned as 'Yes'. What could be the reason for that.


    #Reporting/Analytics

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    Praveen Kumar
    HCL Technologies Ltd.
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  • 2.  RE: Interactions with conversation time 5 /10/30 minutes showing Abandoned

    Posted 12-10-2021 14:49
    No replies, thread closed.
    Abandoned calls are any call where the caller disconnects before being connected with an agent while they are sitting in queue.  abandoned call (inbound) - Genesys Cloud Resource Center (mypurecloud.com)

    The time is the point at which they abandoned.  

    Now, now would you use this?  Find all your abandoned over a minute or so and call them back - shows the customer that you care enough to call them back after they sat in your queue for 15-30 minutes.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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