Abandon Intervals Metrics view

Prerequisites

The following permissions:

  • Analytics Conversation AggregateView 
  • AnalyticsData 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:

  1. Click Performance > Queues
  2. From the Queue Performance Summary view, select a queue. The queue’s detail view opens.
  3. From the Queue Performance Detail view, click the Abandon % statistics in the summary row. The Abandon Intervals Metrics view appears. 
  4. To see the most current data, click Refresh . This view does not update automatically. 
  5. To save the view with your filter and column settings, click Save .
  6. To export the data in the view, click Export .

Notes:
  • 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

Use the date filter to customize analytics views.

Use presets to filter metrics by date, or configure a custom date range. When filtering metrics for this view, select any custom date range up to one year. 

To use a preset to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. In the Presets list, select a preset date option.

Date presets

Presets Description
Current interval

Shows data for the current 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

Today Shows data for the time period that includes the current interval.
Yesterday Shows data for the previous day.
This week Shows data for a Sunday through Saturday time period.
Last week Shows data for the previous week, Sunday through Saturday.
Previous 7 days Shows data for the previous seven days.
This month Shows data for the current month, with no extra days.
This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
Last month Shows data for the previous calendar month with no extra days.
Previous 30 days Shows data for the previous 30 days.
Previous 3 months Shows data for the previous 3 months.
Interval

Shows data for a 30-minute time period.

Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

Day Shows data for a single 24-hour day.
Week Shows data for a Sunday through Saturday time period.
Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

 

To use a custom date range to filter metrics, complete the following steps:

  1. Click the date to display the date filter.
  2. Select a start date and an end date on the calendar, and click the filter arrow.
    Date picker apply

 

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

When each row shows a day, click a row to view that day’s 30-minute intervals.

  1. To filter by media type, click the Filter icon. Filter button
  2. Select the media type. 

The selected media type icon is displayed above the column headers. 

Note: The available media types may vary from those shown above.

To show or hide columns, click  and then search or scroll to select the columns you want to view. 

To rearrange columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults.

To filter by information about the interaction, click Filters , and then search or scroll to select the filter you want to use.

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.

Interactions filters

Filter Description
Skills

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.

Languages

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.

Direction

Displays information about interactions of the selected directions.

Initial Direction

Displays information about interactions with the selected initial direction.

DNIS

Displays information for interactions with the selected DNIS numbers.

  • Enter only the DNIS number, including the country code. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • Enter the full DNIS number, such as 13172223333. The filter cannot search for a partial DNIS number. 
  • Filter for multiple numbers at one time by entering other numbers and searching again.
Session DNIS

Displays information for interactions with the selected DNIS number. The DNIS number could have been dialed any time during the interaction.

  • Enter only the DNIS number. For example, enter 13172223333. Do not include other characters such as +, -, or ( ).
  • You can use partial numbers that start from the beginning of the number. Numbers can optionally include the country code: 1317222 or 317222 are valid partial searches. However, you cannot search for a partial string that occurs in the middle of a number. For example, if the entire number is 3172223333, then 7222 is an invalid search.
  • Filter for multiple numbers at one time by entering other numbers and searching again.
To

Displays information for interactions sent to the selected email addresses. 

  • Enter the full email address, such as person@example.com. The filter cannot search for a partial address. 
  • Filter for multiple addresses at one time by entering other addresses and searching again.
User

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.

Wrap-up

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.

Message Type

Displays metrics for interactions of the selected ACD message type. This filter only appears if you set the media type filter to Message. If you do not have any message types selected, the view displays information for all message types.

Genesys Cloud currently supports the following message types: Facebook, Line, Open, SMS, Twitter, Web Messaging, and WhatsApp. 

Has Media

Only shows interactions that have multimedia content. This filter only appears if you set the media type filter to Message

 
Provider

The source provider for the conversation. For example, Genesys Cloud EMAIL, Edge, and so on.

 
Routing Used

Displays the routing method that was used to get to the agent who answered the interaction.

The routing data is relevant beginning September 5, 2020.

Routing Requested

Displays the routing methods that were requested for the interaction. Gives insight into each of the routing methods the conversation went through prior to being answered, abandoned, or flow-out.

The routing data is relevant beginning September 5, 2020.

First Queue

Displays data for the first queue of an interaction. 

Select the First Queue check box to retrieve queue statistics for only the first queue that the interaction occurred on. 

External Tag

Displays information for interactions that have the External Tag attached to the conversation record.

Note: External tag data is not available for web chat interactions.

Notes:

  • 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:

  1. Click Filters
  2. Click the Outbound tab.
  3. Search or scroll to select the filter you want to use. 

Outbound filters

Filter Description
Campaign Name

Displays interactions associated with the selected campaigns. When you type a campaign name, the suggested campaigns are displayed with their campaign types, Voice or SMS.

Display interactions for multiple campaigns by entering other campaign names and searching again. 

Contact List

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 Predictive Engagement journey details of the interaction:

  1. Click Filter
  2. Click the Journey tab.

Journey filters

Filter Description
Has Customer Journey Data Displays data for interactions that have customer journey data related to Predictive Engagement.
Proactive Displays data for interactions where Predictive Engagement offered a chat during a customer's website visit based on the Predictive Engagement action map settings.   

Available columns

Your customizations determine which metric columns the view shows.

Column Description
Offered

The number of interactions routed into the queue for an agent to answer. Offered interactions are either answered, abandoned, or flow-out interactions. 

Answer %

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.

Abandon %

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 times an end user abandoned an interaction in a queue. 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

Note: In the skill group row, the Service Level target displays a -. To view individual queue service level target values for each queue, click the + to expand the row.

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

Note: In the skill group row, the Service Level % displays a -. To view individual queue service level % values for each queue, click the + to expand the row.

Include Flowouts in Calculation

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
Note: Any interactions that leave a queue without an agent handling or transferring the interaction, including callbacks, count as flow-outs. Callbacks do not count as answered within service level, even if the callback was offered before the Service Level Target was reached.

Include Short Abandons in Calculation

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.

Include Abandons in Calculation

The default service level calculation includes abandoned interactions. Admins can also choose to exclude abandons in the calculation. For more information, see Configure the service level calculation. If you exclude abandons, the service level calculation is: (Number of answered interactions - number of answered interactions that miss the service level target) / (Number of answered interactions) *100.

Short Abandon % 

Max Abandon

The maximum time of an abandoned interaction for the selected interval.

Min Abandon

The minimum time of an abandoned interaction for the selected interval.

Avg Abandon

Average time to abandon.

ASA

The average amount of time an interaction waits in queue before an agent answers it. This metric does not include interactions that agents do not answer. ASA is directly associated with service level and provides insight into the customer service your company provides. ASA is recorded in the interval in which the agent answered the interaction.

Calculated by: Total Time to Answer / Number Answered