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This report shows a chart of the number of calls that were dropped (or disconnected), as well as the delay time of calls, abandoned interactions.
The following table explains the metrics and definitions that are represented in the report:
| Items | Description | Note |
|---|---|---|
| Worst day | The day that the call is most abandoned. | |
| Worst day of week | The day of the week that the call is most abandoned. | |
| Worst hour | The hour of the day that the call is most abandoned. | |
| Delay time | The time period that the customer connects to the system before abandon. | |
| Facility | It can be a location, an office, a hospital, ahead, etc. | |
| Skillset | Agent skill set. This can be Agent VDN (also called IVR exit point VDN) in the Avaya system. |
NAVIGATE
From the Dashboard, navigate to Report → Abandon. The system will navigate you to the page Abandon.
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VIEW THE REPORT
- Default: On Report TileType Combobox, select Overview with all report charts. The report of the last 7-days will be displayed.
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