Abandonment and Speed of Answer report

This feature is available to Calabrio GovSuite users.

Use this report to see how many calls that are abandoned and how long customers wait in queue for selected skills and workloads. It answers questions like:

  • What was the Abandon rate and the Average time to abandon on Monday?
  • What was the Average speed of answer (ASA) for each interval yesterday?

Use the Not defined option in the skill and workload selection to show logged queue data which is not connected to any skill and workload.

Page location

WFM > Reports > Abandonment and speed of answer

Fields in this report

Field Description
Answer rate (%)

The percentage of calls that are answered compared to calls offered. This could also include for example emails or chats, depending on the selection.

Calculation: Answer rate = Answered calls ÷ Offered calls

Abandon rate (%)

The percentage of the calls that are abandoned compared to calls offered.

Calculation: Abandon rate = Abandoned calls ÷ Offered calls

Abandon rate, excluding short calls (%)

The percentage of the calls that are abandoned compared to calls offered. This value excludes the calls that were abandoned before reaching the threshold for short calls set in the ACD.

Calculation: Abandon rate = (Abandoned calls - Abandoned short calls) ÷ (Offered calls - Abandoned short calls)

Average speed of answer (ASA) (s)

The average time it takes for a contact to be answered.

Calculation: Average speed of answer = Total wait time for answered calls ÷ Total number of answered calls

Average time to abandon (s)

The average time it takes for a caller to abandon their call.

Calculation: Average time to abandon = Total wait time for abandoned calls ÷ Total number of abandoned calls

Longest delay in queue, answered (s)

The longest time a call has been in queue before being answered, for the selected time period.

Longest delay in queue, abandoned (s)

The longest time a call has been in queue before being abandoned, for the selected time period.

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