What is an Abandoned Call and Average Abandoned Time
What is an Abandoned Call and Average Abandoned Time?
Abandoned Calls and Average Abandoned Time are common contact centre metric used in reporting.
Abandoned Calls reports the number of calls waiting in the queue that have disconnected (hungup) before being answered by an agent.
Average Abandoned Time reports the average time duration of abandoned calls.
Abandoned Calls are regularly referred to by the acronym Abn and Average Abandoned Time is regularly referred to by the acronym Avg Abn or ATA
How is Average Abandoned Time calculated?
In its simplest form, Average Abandoned Time is calculated by dividing the wait times for abandoned contacts from ‘inbound queues’ by the number of abandoned contacts. As a note, this only applies when calls are queued to an inbound queue, any automations from the flow script (such as selecting an option from a menu) typically occur before the call is queued and are out of scope for this calculation.
For example 5 contacts are abandoned with the following queue durations.
- 30 seconds
- 15 seconds
- 45 seconds
- 60 seconds
- 10 seconds
The 5 abandoned contacts have a total duration of 160 seconds. By dividing the 160 seconds by 5 abandoned contacts, the Average Abandoned Time is calculated at 32 seconds.
Which reports can I use to monitor Abandoned Calls and Average Abandoned Time?
You will find Abn and Avg Abn reported throughout the reporting suite, a few examples are.
- Inbound Call Performance Console – includes the ability to drill-down into 15-minute increments.
- Inbound Call Staffing Summary
- Inbound Call Summary
- Contact Channel Comparison
- Contact Channel Overview
- Inbound Abandoned Windows – includes the ability to categories abandoned calls into time bins.