UK and IrelandAbandoned Calls
Abandoned Calls
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A Suite of Metrics
Some call centres believe they can select metrics off different 'shelves' - company y decides on the following selection: Service L… View
Abandon Call Threshold
An abandoned call threshold is a time which can be set in the ACD. The effect of this is that the abandoned calls which occur within the 'thres… View
Abandoned Calls
Also known as Lost calls View
Abandoned Calls - Are They Really Lost?
It is common practice in call centres to assume abandon callers do not call-back. Why is this the case? Well, we use Calls Received (Ca… View
Average Time to Abandon
This represents the average time callers will wait before abandoning the call. Of all calls abandoned the total wait time divided by the number… View
Balanced Scorecard of KPIs & Objectives (All Levels)
Balanced Scorecard providing on one sheet KPIs & Objectives for all levels View
First Contact Resolution (FCR) Levels and Skills Based Routing (SBR)
Whilst there is always a clear desire to match the call subject matter with the appropriately skilled agent, this is not always possible, resulting… View
Incoming Calls Abandoned for ACD Group Report - Day Summary
ACD day summary report for abandoned calls. … View
Incoming Calls Abandoned for ACD Group Report - Intra-day Time
This ACD report is an intra-day time generated report. Often best viewed when slpit through the working window creating day time-segments. Intr… View
Invisible Queue
A queue in the everyday sense means to form a line and wait for attention. This is not disimilar in a contact centre where calls are held in a … View
Lost Calls
Also known as Abandoned Calls View
Ready - Delivering Speed Metrics
Some schools of thought believe it is difficult for advisors to influence the speed of response metrics View
Short Abandons
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 ta… View
Wallboards
Also known as readerboards or displayboards View
What Does 10% Abandoned Feel Like?
Schematics of answered and abandonment rates View