The Abandonment rate report gives the country-wise summary of calls that went unattended by the agents.
Country - It will show the names of the countries through which incoming calls were received.
Total calls – Number of incoming calls in a day.
Answered calls – Number of incoming calls that the agents attended.
Missed calls – Number of calls that went unattended (including missed calls and voicemails).
Voicemail – Number of voicemails that went unattended.
Rejected calls – Number of calls that were left.
Call not set up – Number of calls that went unattended (including calls not set up and unavailable).
Welcome message – Number of calls in which welcome message played but calls not connected to the agent.
IVR-message – Number of calls in which IVR played but calls not connected to the agent.
No Answer - Number of calls which are not answered in Power dialer calling
User is not available - Number of calls missed due to user unavailability.
The number is not available - Number of calls missed due to number unavailability.
You can apply a filter to see the data of a particular date range and download the report in Excel format.
Incall type you get three options:
All - It will show the data of both the incomings and power dialer calls together.
Incoming Calls - It will show the data of incoming calls only.
Power Dialer - It will show the data of Power dialer calls only.
You can download the report with custom fields: