Abandons by Skill Report
Related Products or Features: Business Intelligence (BI) Reports
The Abandons by Skill report shows the total number of times a contact abandoned in each skill
. It also shows how many abandons occurred in each time interval, such as 30 to < 60 seconds, 60 to < 90 seconds, and 2 to < 5 minutes. You can use this report to identify the skill where the most abandons occur, and how long contacts are waiting before reaching an agent.
The Abandons by Skill report groups abandons into abandon types, including prequeue, short, long, outbound, and other.
to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can Data in this Report
The Abandons by Skill report has multiple columns that present data attributes and metrics. The table below provides a description for each column.
| Column | Description |
|---|---|
| Campaign Name | Name of the campaign as configured in ACD > Contact Settings > Campaigns. |
| Campaign No | Unique ID number assigned to the campaign. |
| Skill Name | Name of the skill as configured in ACD > Contact Settings > ACD Skills. |
| Skill No | Unique ID number assigned to the skill. |
| Channel Name | Media type, such as Phone Call or Chat. |
| Abandon Type |
Category associated with the abandon. Options include:
|
| Abandon Count | Number of abandons for the skill. |
| Average Abandon Time | Average amount of time contacts in the skill waited before abandoning. Formatted as HH:MM:SS. |
| Abandons < 30 Seconds | Number of contacts in the skill who abandoned after less than 30 seconds of waiting. |
| Abandons 30 to < 60 Seconds | Number of contacts in the skill who waited from 30 to less than 60 seconds before abandoning. |
| Abandons 60 to < 90 Seconds | Number of contacts in the skill who waited from 60 to less than 90 seconds before abandoning. |
| Abandons 90 to < 120 Seconds | Number of contacts in the skill who waited from 90 to less than 120 seconds before abandoning. |
| Abandons 2 to < 5 Minutes | Number of contacts in the skill who waited from 2 to less than 5 minutes before abandoning. |
| Abandons 5 to < 10 Minutes | Number of contacts in the skill who waited from 5 to less than 10 before abandoning. |
| Abandons >= 10 Minutes | Number of contacts in the skill who abandoned after waiting 10 minutes or more. |