Abandonment Summary and Details

Description

These two reports show additional information about abandoned calls and whether or not there has been any attempt to re-engage those calls.

The Abandonment Details report shows a breakdown of the abandoned calls on a certain date by each individual contact and provides information on whether or not that contact has been re-engaged on that date.

The Abandonment Summary report shows a rollup of the abandoned calls that took place each day and the totals for abandoned calls and totals for those that were re-engaged.  The date field is linked to the Details report.  If you click the date you will see that the the number of Unique Callers will match how many rows are shown in the Details report.

Preview

Details

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Summary

Abandonment_Summary.png

 

Filters

Name

Type

Required

Description

Start Date Date Yes The start date range of when the call was offered.
End Date Date Yes The end date range of when the call was offered.
Queues Multi Select No The name of the queue that the call was routed to.
Queue Groups Multi Select No The name of the group that contains the queue the call was routed to.
Has Reengaged Single Select No (Details report only) Select to view only the calls that have or have not re-engaged.
Brand Multi Select No The name of the brand that the call was associated with.


Data Dictionary
 

Details

Column Name Data Type Description Example
Date Date The date of the offered calls for a specific contact. 2017-01-03
Phone Number String The incoming phone number of the call that was offered. +19876543210
Contact String The name of the Contact that is associated with the incoming phone number. Jack Russle
Offered Calls Number The amount of calls that were offered to a queue from the specified contact on a particular date. 4
Abandoned Calls Number The amount of Offered Calls that were not answered by an Agent. 3
Net Abandoned Calls Number The amount of Abandoned Calls that were hung-up after a duration greater than 15 seconds. 1
Answered Calls Number The amount of offered calls that were answered by an Agent. 1
Has Reengaged Boolean Has an Agent answered a call on this date from this phone number AFTER it had previously been abandoned? Yes

 

Summary

Column Name Data Type Description Example
Date Date The date stamp for the rollup of Offered / Abandoned / and Re-engaged Calls. 2017-09-21
Offered Calls Number The total amount of calls that were offered to a queue on this specified date. 22
Unique Callers Number The total number of unique phone numbers that were offered a call on this date. 12
Abandoned Number The total amount of offered calls that were not answered by an Agent on this date. 8
Net Abandoned Number The amount of abandoned calls that were hung-up after a duration greater than 15 seconds on this date. 4
Unique Abandoned Number The number of unique phone numbers that abandoned a call on this date. 6
Contact Abandonment Rate Percent The number of unique abandoned calls divided by the total number of unique callers on this date. 50.00%
True Abandonment Rate Percent The number of unique abandoned calls minus reengaged contacts divided by the total number of unique callers on this date. 16.67%
Reengaged Contacts Number The number of contacts that have answered a call after previously been abandoned on this date. 4
Reengagement Rate Percent The number of re-engaged contacts divided by the number of unique abandons on this date. 66.67%
Res|Lead Rate Percent The number of re-engaged contacts that became a Res|Lead as a result of re-engagement. 100.00%
Conversion Rate Percent The number of re-engaged contacts that ended up converting as a result of re-engagement. 33.33%
Revenue Number The total value booked by re-engaged contacts. $1000.00

 

Frequently Asked Questions

This is a live document and will be populated once we receive questions pertaining to this report.

Related Links

Bug tickets, updates, and other related articles will be posted here.

 

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