Explore recipe: Calculate the percentage of inbound abandoned calls within a time frame

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6 Comments

  • Eric Haley
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    Is there a way to have the percentage turn red/green to visually communicate the percentage of calls is over or under what it should be? I'm trying to phrase the question in the contest of this recipe. However, I'm ultimately trying to create a KPI that shows how far over or under this month's ticket volume versus last month's ticket volume. Do you have any resources or ideas on how I can accomplish this? Thank you.

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  • Rob Stack
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    Hi Eric, here's a link to where I gave you an answer to this in another article. https://support.zendesk.com/hc/en-us/articles/360022184374/comments/360004007613

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  • Joan Ling
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    Hi Zendesk, this is a great recipe, delighted to have found it, thank you.  Do you have a similar recipe for calculating the abandoned rate for chats please?

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  • Rob Stack
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    Hi Joan, we're glad you like the recipe! 

    We don't have a specific recipe for abandoned chats, but I believe if you open a new query using the Chat: Engagement dataset you can add the metric % Chat drop rate to the Metrics panel and get the information you need (you can add a date filter to restrict the results to a time period you specify).
    I hope this helps!

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  • Grace Maher
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    If I follow the advice in step 5 (You could also use "Call raw wait time" instead of "Call raw talk time" to categorize the calls based on the time that end-users spend waiting during a call.) will this calculate the number of calls abandoned within 20 seconds of entering the queue, before speaking to any agent? How is this different from what the metric is supposed to be measuring? Because using raw talk time, I got 0 for everything - 20 seconds, 30 seconds, 60 seconds, 120...

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  • Rob Stack
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    Hi Grace, I've reviewed the article and that example i step 5 is probably a bit misleading as you'd also need to change the Call completion status also (or even remove that condition). I think it's distracting to have this in the article and I've removed it.

    The definition of call wait time is the average time in minutes that end-users spend waiting during a call.

    If you're still not getting the numbers you are expecting, we'll open a ticket so we can look into this case further. Thanks!

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