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Custom abandon rate %

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Lexander Wist

Posted Aug 09, 2021

Hi, I have the following call data, and would want it represented as a % of calls answered 

exluding the following abandon in IVR, Voicmail and on hold. as well as any calls abandon where time bracked was Not recorded or less then 5 seconds.

So is it posible for me to show a % of accepted calls that was answered after the customer had to wait 5 seconds in the que, I want to include calls answered within 5 seconds so cant use the bracket filter. 

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    Sabra

    Zendesk Customer Care

    Hey Lexander! 👋🏼  When the metrics and attributes included with Explore do not meet your needs, you can create your own custom metrics and attributes. This article goes into detail on how to create custom metrics: Creating standard calculated metrics and attributes

    Based on what you've described above, it sounds like you'll find the IF THEN ELSE function to be helpful in creating your custom metric. For more information on this function check out Using the IF THEN ELSE function. For example, you may have something like this as your formula if you were lookin to only include completed calls where the caller had to wait longer than 5 seconds:
    IF VALUE(Call wait time (sec)) > 5 AND ([Call completion status]="Completed" OR [Call completion status]="Not answered")
    THEN [Call ID]
    ENDIF

    You can include whatever logic fits your use case in your Standard calculated metric formula. The above formula is just an example for your own reference 😊

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