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How can you use the Genesys Cloud Analytics API to calculate the call abandonment rate over a given time interval, and which dimensions and metrics should be combined to obtain a reliable result?

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#PlatformAPI

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Christophe Godde
Services Engagement Director
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You could use the Conversation Aggregate query for this. It allows for an interval and the metrics nOffered and tAbandon will give you counts to do the calculation (Abandoned Count / Offered Count) * 100

 { "metric": "nOffered", "stats": { "count": 30} }, { 

 { "metric": "tAbandon", "stats": { "max": 295607, "min": 4399, "count": 12, "sum": 754619 } },

In case you want to exclude short abandons there's also tShortAbandon:

{ "metric": "tShortAbandon", "stats": { "max": 4887, "min": 4399, "count": 2, "sum": 9286 }

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Jeroen van der Sandt
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