Thanks in advance for the help!
I am trying to get a true abandonment rate for my team. If we receive 500 calls in a day and 100 drop, that is a 20% abandonment rate. If 50/100 were people who actually called back and we were able to service them, I can capture the metric a different way in support of the work the team is actually doing. All calls hit an IVR system, so there is a connection made between the caller and our phone system.
Is there such a report in CCMWeb? Something I can sort manually, or export out to a spreadsheet?
Regards,
JB
I am trying to get a true abandonment rate for my team. If we receive 500 calls in a day and 100 drop, that is a 20% abandonment rate. If 50/100 were people who actually called back and we were able to service them, I can capture the metric a different way in support of the work the team is actually doing. All calls hit an IVR system, so there is a connection made between the caller and our phone system.
Is there such a report in CCMWeb? Something I can sort manually, or export out to a spreadsheet?
Regards,
JB