Dictionary of Terms
time elapsed before call was dropped or cancelled
predetermined routes or paths taken by incoming calls
"Interactive Voice Response"
queue/lineup with order of incoming callers before calls directed to operators
Missed or Abandoned?
Currently, the metrics of Avg. Abandon Time and Max. Abandon Time make no distinction between calls which were cancelled by the caller and calls which dropped from failure to be picked up in time. However, there is some data we can ascertain about the nature of missed calls if we are willing to do a bit of data analysis. In this guide, we will start by checking the call flow design and follow up by viewing the missed call statistics and call history logs.
Check the Call Flow Design
Call Flows can be designed, edited, or deleted from the CloudTalk Dashboard.
From the lefthand sidebar, click Numbers. On this page, you should see one or more CloudTalk numbers on the left. This represents the number which incoming calls are directed through.
Click the pencil icon next to the rightmost column labeled First Step. This opens a diagram of the Call Flow in place for a given CloudTalk number.
If only the CloudTalk number is shown, this means there is not yet a Call Flow created. In this scenario, all calls are going through the same default route. For companies which receive a large volume of callers, adding a Call Flow to direct calls and navigate with IVR prompts might decrease congestion and reduce missed calls.
Note: You can click on a + symbol to add an Action to your Call Flow, and click the cog icon to view or adjust Settings for a given Action.
Look over the Call Flow in place to assess which groups and what Actions calls are passing through at different stages. The Call Flow route allows a visual representation of the point at which Missed Calls > filter(ed) by group would have dropped.
View Missed Call Statistics
Click the dropdown arrow beside Statistics on the lefthand sidebar. Go to the first tab, Call History.
Next to the icon labeled Missed Calls, click the blue text which says
(More)to open up Missed Call Statistics.
Here you can view the total Missed Inbound Calls, the Abandon. Rate and Time, as well as Resolved and Unresolved calls (if filtering by status).
Optionally, go to the top of the page, and click the dropdown box labeled filter by group. Filtering by group can give an idea of the number of missed calls which ended their journey in a certain group segment.
Note: The process of analyzing missed calls with the group filter will differ in relation to different Call Flow designs. We cannot draw much insight from viewing what group a call dropped in unless we know what routes incoming calls are taking, and at what stage of a route the calls in question would have reached the filtered group.
View Missed Call Log Data
From the Statistics | Missed Calls page, scroll down to view Call history logs. These will be filtered to only show missed calls.
Under the column header Agent, you will see a date, time, and either:
the name of an agent
a phone number
or the word
viawith a group or calling branch name.
The piece of data listed there refers to the stage of the call flow in which the call was dropped. Assuming groups and routes have been properly set up in the call flow for a particular number, this information should be a huge help in assessing whether or not a call was truly "abandoned" by the caller.