Symptom / Need

Contact center supervisors and managers require detailed information on the times at which customers abandon calls, in order to identify areas for service improvement and optimize the user experience.

Context / Scenarios

• Attrition Monitoring: Supervisors who wish to assess the causes of attrition and establish strategies to reduce it.
• Bottleneck Identification: Managers looking to detect which time intervals accumulate the most dropouts, in order to adjust resource allocation.
• Continuous Improvement: Managers who need to understand churn patterns to implement process and customer service improvements.

Answer (Solution/Recommendation)

The report “9. Abandoned calls by interval” in the “Skills & Services” tab of the “Reports” section of wolkvox Manager (in the left side menu) provides detailed information about call abandonment times, with the following key data:

• SKILL_ID: Skill identification number.
• SKILL_NAME: Name of the skill.
• ABANDON_CALLS: Total number of abandoned calls.
• ABANDON_0SEG_10SEG: Number of calls abandoned in the interval from 0 to 10 seconds.
• ABANDON_11SEG_20SEG: Number of calls abandoned in the interval of 11 to 20 seconds.
• ABANDON_21SEG_30SEG: Number of calls abandoned in the interval of 21 to 30 seconds.
• ABANDON_31SEG_40SEG: Number of calls abandoned in the interval of 31 to 40 seconds.
• ABANDON_41SEG_50SEG: Number of calls abandoned in the interval of 41 to 50 seconds.
• ABANDON_GREATER_THAN_51SEG: Number of calls abandoned in a time greater than or equal to 51 seconds.