Allow data on abandoned calls to be downloadable along with the other call data
Right now, when I go to the performance reports section and download calls, the abandons are not being included. I want to be able to see and download the data on what the individual abandons were.This would be useful because it will allow analysts, and by extension managers, greater visibility into what calls are being abandoned. It is hard to know when these abandons are happening, where they are coming from, how long the caller was trying to wait before hanging up, etc. without more granular data.
4
votes
Benjamin
shared this idea
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Sean
commented
On a Service Desk, I want to track the high call times by hour and high abandon rates from a week and month ability. Either have this a generated report with graphs, or allow me to download in excel.