The Queue abandons by presented skills dashboard presents detailed information about interactions that abandoned from queue displayed from perspective of the presented skill.
At the top of the dashboard, you can set filters for this dashboard. The filters are applied to all the tiles.
- Data range—the period of time you want to analyze data for. You can choose different preset ranges or you can specify your own custom data range. By default, Data range is set to previous week.
- Media type—the communication method used in the interaction. Choose from different media types available in your account, such as Phone, Phone Callback, and External Work. By default, the Media type filter contains all media types.
- Presented skills—the presented skill (identified by name) that you want to analyze data for. You can choose different rules to narrow down the group of presented queues in the dashboard. By default, the Presented skills filter contains all skills.
Overall rate of the abandoned interactions tile
The Overall rate of the abandoned interactions tile displays the percentage value of the abandoned interactions from total interactions that met filter criteria.
Abandon rate - daily tile
The Abandon rate - daily tile displays total number of offered and abandoned interactions per day with the percentage of the abandon rate.
The Abandon rate - daily tile contains the following columns:
- Offered—the number of interactions that were offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence.
- Abandoned—the number of interactions where queueing party ended the interaction when in the queue.
- Abandon rate—the percentage of interactions that have been abandoned when in the queue.
Short abandons - daily (<5 seconds) tile
The Short abandons - daily tile displays total daily number of interactions that queued for less then a 5 second before abandoning the queue. "Short abandons" interactions are excluded from all abandon metrics, except the Queue abandon details tile. Unlike standard abandoned calls, short abandoned calls typically occur when a caller accidentally enters a queue. The short queueing duration give the agents no opportunity to handle the interaction.
Abandon time distribution (top 20) tile
The Abandon time distribution tile displays the time ranges for interactions where queueing party ended the interaction when in the queue. The tile shows data for top 20 presented skills with highest amount of abandons.
The Abandon time distribution tile contains the following values:
- Min—the 2nd percentile.
- Q1—the 25th percentile.
- Median—the 50th percentile.
- Q3—the 75th percentile.
- Max—the 90th percentile.
Average abandon count by hour and Average abandon count by 15 minute tiles
The Average abandon count by hour and Average abandon count by 15 minutes tiles display the average volume of abandoned interactions compared to the average volume of offered interactions. The average values are calculated for filtered data range and presented respectfully with grouping per 1 hours of the day or per 15 minutes of the day. 15 minutes slots without any abandons are omitted in the graph.
Abandon rate by presented skills (top 20) and Abandon rate by service name (top 20) tiles
The Abandon rate by presented skills (top 20) and Abandon rate by service name (top 20) tiles display total number of offered and abandoned interactions by presented skills and by service name with the percentage of the abandon rate.
The Abandon rate by presented skills (top 20) and Abandon rate by service name (top 20) tiles contain following columns:
- Offered—the number of interactions that were offered to the agent from a queue. When the same interaction is offered to an agent multiple times from a queue, the Offered increases for each occurrence.
- Abandoned—the number of interactions ended by external party when in the queue.
- Abandon rate—the percentage of interactions ended by external party when in the queue.
Queue abandon details tile
The Queue abandon details tile displays the details about all interactions that were abandoned when in the queue from filtered data range.
The Queue abandon details tile contains the following columns:
- Interaction ID—the unique identifier for the interaction.
- Start time—the exact time and date on which the queueing event started to the closest second in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 19:36:45.
- Media type—the communication method used in the interaction. Choose from different media types available in your account, such as Phone, Phone Callback, and External Work. By default, the Media type filter contains all media types.
- Connect from—the address of the party that initiated the interaction; the source of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect from is the customer's address. For an outbound interaction, it is the agent's callback number. For an internal interaction, it is the agent's name.
- Connect to—the address of the party being contacted by the interaction; the target of the interaction. For a call, the address is a phone number. For a non-call interaction, the address changes based upon the media type. For example, the address may be an email address for cases. For an inbound interaction, Connect to is the address that the customer used when contacting VCC. For an outbound interaction, it is the address of the customer being contacted. For an internal interaction, this is the name of the agent being contacted.
- Service name—the interaction plan's service name. Service name is used to differentiate multiple interaction plans with similar names or to group plans for reporting purposes. Value is null for interaction plans created in Interaction Plans Manager.
- Queue—the name of the queue the interaction entered.
- Presented skill—the name of the skills that the interaction was tagged with when it entered the queue.
- Time to abandon (hh:mm:ss)—the duration of time it took the external party to disconnect within the queue in hh:mm:ss format. For example, 00:01:23..
- Time to abandon (seconds)—the length of time it took the external party to disconnect within the queue in seconds.
