Abandoned Calls details in Analytics Portal
The customer is requesting the addition of a feature within the Analytics Reports that would allow them to view detailed metrics on abandoned calls. Specifically, they would like the ability to track the total number of abandoned calls over a selected time period, as well as additional context such as timestamps, call queues involved, and caller information (where applicable). This visibility is critical for evaluating call center performance, identifying potential bottlenecks in call handling, and improving overall customer experience.
Mathew
shared this idea
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Jonny
commented
This would be very important information for anyone reporting a high volume of abandoned calls. In addition, the visibility of abandoned (park) would be very important information as well since we primarily use he park system for multiple lines.