Abandon Intervals Metrics view
The following permissions:
- Analytics > Conversation Aggregate > View
- Analytics > Data Export > All
- Analytics > Insight Configurations > View
- Directory > User > View
- Routing > Queue > View
- UI > Supervisor Queue Details > View
View detailed metrics about the length of abandons in a queue. See how many calls customers abandoned at certain lengths of time. For example, you can see how many abandoned calls happened after 6 but before 20 seconds.
To open the Abandon Intervals Metrics view:
- Click Performance > Queues.
- From the Queue Performance Summary view, select a queue. The queue’s detail view opens.
- From the Queue Performance Detail view, click the Abandon % statistics in the summary row.
- To see the most current data, click Refresh . This view does not update automatically.
- To save the view with your filter and column settings, click Save .
- To export the data in the view, click Export .
- You cannot see the Abandon Interval Metric view for a Queue Performance Detail view that shows aggregate data for a group of queues.
- Abandoned calls greater than or equal to the lower limit but less than the upper limit of a column’s interval appear in that column. For example, a 6-second call and a 19.5-second call both appear in a 6–20 second column, but a 20-second call appears in the 20–40 second column.
- The default length of the Short Abandon column from 0 to 6 seconds. The Short Abandon column is the first interval set in the admin configuration view.
Customize the view
Customize the view to show only certain data. For example, you can choose to show only certain columns or filter by date or agent skills. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view.
Any filters applied in the Queue Performance views remain active in the Abandon Intervals Metrics view.
Administrators can also adjust the length of time for each column. For more information, see Configure abandon intervals.
To use date filters to customize analytics views:
- Click the icon for a date filter.
- Click a view option for the chosen date filter.
The view displays data for the selected date filter.
If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.
Day: Shows data for a single 24-hour day.
Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display.
Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.
Week: Shows data for a Sunday through Saturday time period.
Previous 7 days: Shows data for the previous seven days.
Day: Shows data for the exact month with no extra days.
Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.
|Custom date range||Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click|
To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.
To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time.
When each row shows a day, click a row to view that day’s 30-minute intervals.
To filter by media type, click a media type.
To show or hide columns, click + and then select the columns you want to view.
To rearrange columns, click a column header and drag it.
To filter by information about the interaction, click Filter .
Some metrics are not relevant for all filters. For example, the "offer" metric only applies to queues, not users. If you filter by a user, then the offer column does not include data.
Displays metrics for interactions with agents who have the selected skills.
Filter for multiple skills at one time by entering other skills and searching again.
Displays metrics for interactions with agents who have the selected languages.
Filter for multiple languages at one time by entering other languages and searching again.
Displays information about interactions of the selected directions.
Displays information about interactions with the selected initial direction.
Displays information for interactions with the selected DNIS numbers.
Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.
Displays information for interactions sent to the selected email addresses.
Displays information associated with the selected users.
Filter for multiple users at one time by entering other users and searching again.
To see and select inactive users in the User filter search, select Include inactive users. To see and select deleted users in the User filter search, select Include deleted users.
Displays information for interactions that have the selected wrap-up codes.
Filter for multiple wrap-up codes at one time by entering other wrap-up codes and searching again.
Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message.
- Real-time updates stop while any filters in the Filters pane are active.
- The skills and languages filters use agents’ ACD skills or languages, not the skills or languages listed in their profiles. To add an ACD skill or language to an agent, see Manage ACD skills.
- When you apply skill or language filters, the view shows the SLA. However, if the SLA is below the target, the view does not show SLA targets and the color does not change.
To filter by information about the outbound details of the interaction:
- Click Filter .
- Click the Outbound tab.
Displays metrics for interactions associated with the selected campaigns.
Filter for multiple campaigns at one time by entering other campaign names and searching again.
Displays metrics for interactions associated with the selected contact lists.
Filter for multiple contact lists at one time by entering other contact list names and searching again.
To filter by information about the Altocloud journey details of the interaction:
- Click Filter .
- Click the Journey tab.
|Has Customer Journey Data||Displays data for interactions that have customer journey data related to Altocloud.|
|Proactive||Displays data for interactions where Altocloud offered a chat during a customer's website visit based on the Altocloud action map settings.|
Your customizations determine which metric columns the view shows.
The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions.
The percentage of offered interactions that an agent answered.
Calculated by: (Answered / Offered) * 100
|Answered (in Answered % column)||
A measurement of the number of assigned ACD interactions answered by an agent in a given period. Answered increments when the agent is the first to connect to the interaction.
The percentage of offered interactions in which the customer disconnected before connecting with an agent. The abandon rate can identify queues that require extra staff to handle interactions in a timely manner.
Calculated by: (Abandoned Count / Offered Count) * 100
|Abandoned (in Abandoned % column)||
The number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction.
|Service Level %||
Service level target is a contact center performance statistic expressed as “X percent of contacts answered in Y seconds.” For example, a goal of answering 80% of voice calls within 20 seconds provides a service level target of 80/20. You can set the service level target for each media type in a queue. Analytics uses this service level target to calculate whether you are within the service level % defined by your service level agreement (SLA). For more information about setting the service level target, see Create queues or Edit or delete queues.
The service level percentage is the percentage of interactions that meet your contact center's service level target. Calculated by: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions)*100
Admins can also choose to include flow-outs in the calculation. For more information, see Configure the service level calculation. If you include flow-outs, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions+ number of flow-outs)*100
Admins can also choose to include short abandons in the calculation. For more information, see Configure the service level calculation. If you include short abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions + number of abandoned interactions - number of short abandoned interactions) *100.
|Short Abandon %||
The percentage of offered interactions in which the customer disconnected before the amount of seconds set for short abandon and before connecting with an agent.
Calculated by: (Short Abandon Count / Offered Count) * 100
The default short abandon time is less than six seconds, though administrators can set the short abandon time. For more information, see Configure abandon intervals.