I would like to know how different organizations calculate abandon call rates. Currently we use Symposium Express v4.0 to produce our reports. Our numbers appear high and I am looking for ways to produce a more accurate picture. If the number is legitimately high then I need to determine how it can be improved. Our abandon threshold is set to two minutes. Should we only consider calls that wait under two minutes truly abandoned, or only those that wait longer? Should the threshold be lowered? Any information would be greatly appreciated.
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Reporting on Abandon call rates
- Thread starter Corgis
- Start date
captaingadget
IS-IT--Management
Symposium only counts calls abandonned AFTER the threshold to calculate service level. The threshold sounds very generous to me.
A good report to look at is the standard "Application Delay Before Abandon" report to see exacly what time period the majority of calls are abandonned in.
A good report to look at is the standard "Application Delay Before Abandon" report to see exacly what time period the majority of calls are abandonned in.
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