Genesys Cloud - Main

Good day,

would you consider flow out: IVR as abandoned or not?

Hello Christian,

Could you provide a little more context? Are you asking the Community for their personal opinions or are you asking how that would be considered in metrics perspective?

Good day,

would you consider flow out: IVR as abandoned or not?

Good day,

would you consider flow out: IVR as abandoned or not?

A Flow Out is not an Abandon...it's a Flow Out. Meaning the interaction left ACD routing for some reason.

An Abandon requires a disconnect of the interaction before it reaches an agent.

Good day,

would you consider flow out: IVR as abandoned or not?

I was wondering since it's a flow-up and the type is IVR and it disconnected. I was wondering if that can be counted as an abandoned call if I make my reports.

A Flow Out is not an Abandon...it's a Flow Out. Meaning the interaction left ACD routing for some reason.

An Abandon requires a disconnect of the interaction before it reaches an agent.

Good day,

would you consider flow out: IVR as abandoned or not?

Look at the interaction in the Interactions workspace view. There are two columns (Abandoned and Abandoned in Queue) that show whether or not the call was considered an Abandon by the system.

I was wondering since it's a flow-up and the type is IVR and it disconnected. I was wondering if that can be counted as an abandoned call if I make my reports.

A Flow Out is not an Abandon...it's a Flow Out. Meaning the interaction left ACD routing for some reason.

An Abandon requires a disconnect of the interaction before it reaches an agent.

Good day,

would you consider flow out: IVR as abandoned or not?