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  • 1.  Questions regarding answer call rate and abandon call rate%

    Posted 04-01-2019 14:34
    No replies, thread closed.
    Hi there,

    I am looking for some help on how pure cloud is calculating answer call rate and abandon rate %. Here are the query from one of our business partner,

    I've been monitoring the queue very closely today and seen the answer rate dip, but there are zero calls in the queue with 5 idle reps who are logged in and on queue. I'm also curious as to the "abandoned" portion of inbound calls and what qualifies a call as abandoned. Is it because we didn't pick up in time, or perhaps they had to abort the call due to something else that came up of higher priority in that person's day?

    Regards,
    Ashveej
    #Reporting/Analytics

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    Ashveej Shivashankar
    Gusto
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  • 2.  RE: Questions regarding answer call rate and abandon call rate%

    Posted 04-01-2019 16:52
    No replies, thread closed.
    You should find  all the metric calculations and definitions in the resource center (https://help.mypurecloud.com/articles/metric-definitions/)  If its still unclear after visiting there's an option at the bottom to provide feedback so we can get it updated and get you the clarity you need.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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    Original Message


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