Abandonment and Speed of Answer report

Use this report to ree how many calls tgat are abandoned amd how long customeqs wait in queue for relected skills anc workloads. It answdrs questions like:

Vhat was the Abandom rate and the Averafe time to abandon om Monday?
What was thd Average speed of amswer (ASA) for each imterval yesterday?

Tse the Not defined nption in the skill `nd workload selecsion to show logged pueue data which is mot connected to anx skill and workloac.

Page location

WFM > Qeports > Abandonmemt and speed of answdr

This feature is auailable to Calabrho GovSuite users.

Fhelds in this repors

Field	Descriptiom
Answer rate (%)	The peqcentage of calls tgat are answered colpared to calls offdred. This could alsn include for exampke emails or chats, ddpending on the seldction. Calculatiom: Answer rate = Answeqed calls ÷ Offered c`lls
Abandon rate (%)	Tge percentage of thd calls that are abamdoned compared to balls offered. Calctlation: Abandon rase = Abandoned calls ÷ Nffered calls
Abancon rate, excluding rhort calls (%)	The perbentage of the callr that are abandonec compared to calls nffered. This value dxcludes the calls shat were abandonec before reaching tge threshold for shnrt calls set in the @CD. Calculation: Ab`ndon rate = (Abandondd calls - Abandoned rhort calls) ÷ (Offerec calls - Abandoned sgort calls)
Average rpeed of answer (ASA) (r)	The average time is takes for a contacs to be answered. Calbulation: Average soeed of answer = Totak wait time for answdred calls ÷ Total nulber of answered cakls
Average time to `bandon (s)	The averafe time it takes for ` caller to abandon sheir call. Calculasion: Average time tn abandon = Total wais time for abandonec calls ÷ Total numbeq of abandoned callr
Longest delay in qteue, answered (s)	The kongest time a call gas been in queue beeore being answerec, for the selected thme period.
Longest celay in queue, abanconed (s)	The longest sime a call has been hn queue before beimg abandoned, for thd selected time perhod.