Introduction

The Router Abandoned Call Analysis Report provides supervisors with an overview of all calls abandoned during the Router period. This report helps identify patterns in caller disconnections and improve call handling strategies to reduce abandonment rates.

Access Requirements

The Router Abandoned Call Analysis Report is only available to supervisors with 'System Access' authorization. Ensure you have the necessary permissions before generating or reviewing this report.

Purpose of the Report

This report enables supervisors to:

• Analyze when callers abandon calls within the Router period.
• Identify trends in disconnections to optimize call handling.
• Improve customer experience by reducing call abandonment.
• Assess the impact of callback and abort menu options on caller behavior.

Key Components of the Report

1. Report Header

• Report Name: Assigned during report definition.
• Report Type & Period: Specifies the type of report and the time period covered.
• Selected Routers: Displays the Routers included in the report.

2. Abandoned Call Breakdown

Provides insights into when and why calls were abandoned:

• Hungup: Callers disconnected while in the Router.
• Aborted: Callers disconnected via the abort option in the Option-Menu.
• Callback Request: Callers disconnected via the callback option in the Option-Menu.

3. Special Case: DDI Calls to Agents

• Direct Dial-In (DDI) calls to an Agent are included in the report if a Default Router is assigned.
• These calls are considered abandoned if the caller disconnects before the Agent answers.
• The abandonment time is measured from the start of the ringing period until disconnection.

4. Total Summary

A summary section providing:

• Total count of abandoned calls for each category.
• Time distribution of abandoned calls, showing the duration spent on the Router before disconnection.

5. Report Footer

• Displays the date and time when the report was generated.

Use Case Example

Scenario: Reducing Abandoned Calls in a Contact Centre

Background: A supervisor notices an increase in abandoned calls and wants to identify the cause.

Using the Router Abandoned Call Analysis Report:

1. The supervisor generates the report for the past month.
2. The report reveals:
   • Many calls are abandoned within the first 10-15 seconds.
   • A high number of callers use the abort option in the menu.
3. The supervisor takes action:
   • Adjusts the call routing strategy to ensure quicker connection to available Agents.
   • Reviews the Option-Menu prompts to clarify caller choices.
   • Implements a callback strategy to retain more callers.

By leveraging the Router Abandoned Call Analysis Report, the supervisor can take proactive measures to reduce call abandonment and improve customer satisfaction.

Conclusion

The Router Abandoned Call Analysis Report is a valuable tool for supervisors to track and analyze call abandonment trends. Regularly reviewing this report allows for improved call management strategies and enhanced customer service.