Abandoned calls

Term name

Abandoned calls

Purpose

Track the volume of abandoned calls.

Definition

Total number of times a customer disconnected a call before it connected to an agent.

Location & attribution

• Custom report

  • Key metrics chart

• Workload report

  • Key metrics chart

FAQ

• An abandoned call cannot be attributed to a specific teammate. When filtering on a set of teammates, the abandoned calls are attributed to all teammates who were active in the conversation.

• Events or activities that happen outside of the channels connected to Front are excluded from analytics. This may cause differences in data between Front analytics and your provider’s analytics.