Is Abandoned Rate Based on Business Hours | Community
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Newcomer
February 21, 2024
Question

Is Abandoned Rate Based on Business Hours

  • February 21, 2024
  • 1 reply
  • 3 views

Hello, 

Is Abandoned Rate based on 24 hours or just business hours?

 

1 reply

Community Super Champion | Partner
February 22, 2024

hi highcat,

 

The definitions of abandoned calls include only callers waiting in a queue. Callers would probably only be waiting in queues during business hours.  Therefore, the calculation would seem to be for business hours.

 

Abandoned Calls / Abandoned Calls (IN) / Abandoned (IN): Inbound calls that were ended by the caller while waiting in the queue. Only the real-time dashboard displays the number and percentage.

Call queue real-time analytics and historical KPIs glossary

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0062914

 

for zoom contact center,

The number of SMS or voice engagements that were ended by the customer while waiting in the queue. This only includes engagements where the wait time exceeded the short-abandon threshold set in queue settings.            

Zoom Contact Center metrics glossary

https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0061948

 

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

 

thanks,  eliot