Similarly, any call where the caller hangs up moments after the agent picks up should not count as abandoned. Currently, when the caller hangs up as the agent picks up it is counted as abandoned.
I think the current definition of Abandon is good for evaluating the quality of the service from the customer's perspective. However, we use this metric to evaluate agent performance, and we don't want instances where they picked up just as the customer hangs up to count against them. I don't think a single definition for Abandon is optimal for both service performance and agent performance.
Peter
supported this idea
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Similarly, any call where the caller hangs up moments after the agent picks up should not count as abandoned. Currently, when the caller hangs up as the agent picks up it is counted as abandoned.
I think the current definition of Abandon is good for evaluating the quality of the service from the customer's perspective. However, we use this metric to evaluate agent performance, and we don't want instances where they picked up just as the customer hangs up to count against them. I don't think a single definition for Abandon is optimal for both service performance and agent performance.