Related Products or Features: Business Intelligence (BI) Reports
The Abandons by Skill report shows the total number of times a customer contact abandoned in each skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. 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.
This report is an advanced business intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.
The data for this report refreshes every hour.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
For most reports you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-Prompt to change the parameters of the report.
To change report parameters click Re-Prompt.
Edit the desired parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.
When you are finished changing the report parameters, click Run.
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.
|Campaign Name||Name of the campaign A grouping of skills used to run reports. as configured in ACD > Contact Settings > Campaigns.|
|Campaign No||Unique ID number assigned to the campaign.|
|Skill Name||Name of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge as configured in ACD > Contact Settings > ACD Skills.|
|Skill No||Unique ID number assigned to the skill.|
|Channel Name||Media type A medium, such as voice, email, and chat, through which a contact connects with an intended recipient., such as Phone Call, Chat, or Digital.|
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.|