Short Abandons

Author: CCa2z

Date: 4th November 2009

Short Abandons are calls which queue but abandon after a short time, say 5 or 10 seconds.

This is often insufficient time for the call to be taken off a queue and answered.

This may happen for a number of reasons;

  • Caller dials incorrect number.
  • Caller has queued previously for a longer time and doesn't want to repeat the experience.

For this reason many companies do not count abandons at this level in their abandonment rate or service level.  The appropriate timings are entered in the MI system for this to be an automatic part of the reporting..


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