NextOS Call Center: Abandoned Call Report

This report can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article. 
 

From the main dashboard, select Reporting at the top right. 

Report Input

Scope: Select all call centers or specific call centers.

Service Level: Service level is the time (in seconds) you want calls to be answered within. For example, a common service level goal of 90 seconds is common for support teams.

Abandoned Call Threshold: Break down the report into increments. You can break it up into a total of 5 sections if all 4 values are filled out. In the example below, we will get a breakdown of calls abandoned below 10 seconds, between 10 seconds and 30 seconds, and above 30 seconds.



Type: Run reports over a selected period of time or receive real-time updates. You can also choose to schedule emailed reports at a recurring time.

Sampling: The report can be broken down into different increments of time. For 15 or 30 minutes, the time frame of a historical report has to fall into 15 or 30-minute increments cleanly.

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

 

Report Output

Below is an hourly abandonment report. You can see that we have taken a total of 347 calls today with 36 abandons. Notice 25 of those calls came from 5- 6AM.

This report does not take into account Escaped calls (i.e. 'Press 0 to leave a message). Escaped calls will appear as queued but not answered or abandoned.

Call Center Name - Name of the call center that is used, if multiple call centers are selected a summary section will appear showing the data across all selected call centers.
Calls Queued - The total number of calls queued up by the call center in the reporting period (15 min, 30 min, etc.).
Calls Abandoned - Total number of calls abandoned in the reporting period (15 min, 30 min, etc.).
% Calls Abandoned - Percentage of total calls abandoned.
Calls Abandoned in X secs - Number of calls that abandoned within X seconds (X is defined in the parameters of the report).
% Calls Abandoned in X secs - Percentage of calls abandoned within X seconds (X is defined in the parameters of the report).
Calls Abandoned before Entrance Message Completes - Number of calls that hung up before the entrance message was completed.
% Calls Abandoned before Entrance Message Completes - Percentage of calls that hung up before the entrance message was completed.
Calls Abandoned after Entrance Message Completes - Number of calls that hung up after the entrance message was completed.
% Calls Abandoned after Entrance Message Completes - Percentage of calls that hung up after the entrance message was completed.
Longest Wait Abandoned - Time that the longest caller waited in a queue before abandoning in the reporting period (15 min, 30 min, etc.).