What is an 'abandoned' call?

A call is termed abandoned when a caller disconnects before any conversation is initiated by your phone team. It can happen while they are waiting in your call queue or even listening to your welcome greetings.


Why is it vital to track 'abandoned' calls?

You can tweak your IVR or the entire inbound call flow to ensure that you have the right balance between getting the right context and asking too many questions before routing a call.


Who can track these 'abandoned' calls in Freshcaller?

Supervisors, Administrators, and Account Administrators in Freshcaller can track the real-time abandoned call metrics using the Live dashboard.


Where do I find the abandoned call metrics?

  1. Head to your 'Live Dashboard' page inside your Freshcaller account.
  2. You will find real-time 'STATS' of your call center at the top of the page. Abandoned calls are also listed in this section.

        3. The 'Abandoned' call metrics will be available in the top-right next to the 'Missed' call value. 

        4. Click on the 'Abandoned' call number (red in color) and it will redirect you to your call metrics page with the 

'Abandoned' calls filter applied. You can look at all the calls that were abandoned on a particular day.

For deep dive analytics of abandoned calls, you can export your call logs and analyze the abandonment reason


What are the different types of abandoned calls tracked by Freshcaller? How can you reduce them?


Freshcaller helps you analyze the abandoned calls by tracking the exact stage in the call life cycle where the caller abandoned the call. This can be found in the "abandonment reason" field in the call log export. 

  1. Abandoned(IVR): Calls abandoned by the caller when the IVR message is being played. This could happen if your lVRs have a long welcome message or if your callers are presented with a series of IVRs. Review the IVR welcome messages and IVR flows to identify problems.
  2. Abandoned(Call queue): Calls abandoned by the caller when the welcome message of a particular call queue is being played. This could happen if your welcome message is too long or the welcome message is not relevant to the IVR option selected by the customer. Review the welcome messages set for the specific call queues where abandoned calls are high
  3. Abandoned(Wait queue): Calls abandoned by callers who are sent to the wait queue. This could happen if your call center is not sufficiently staffed during peak traffic and callers are experiencing high wait times. Check the call volume analysis report in Freshcaller to identify your peak traffic time and improve agent availability. Analyze the Handle time and talk time of agents during peak hours.
  4. Abandoned(Ringing): Calls abandoned by callers when the call is ringing to the agents. This could happen if your agents are not picking the call fast enough. Check the average speed of answer of all agents in your call queue and plan for improvements.
  5. Abandoned(Voicemail): Calls abandoned by callers when your voicemail message is being played. This could be because of your voicemail welcome greeting. Review your welcome greeting to ensure it is short.

You can use the curated reports in Freshcaller to analyze the trends and metrics required to reduce your abandoned calls.


Note:

Abandonment reason is available only for customers in the Estate plan.