Avg. Abandon Time on Talkdesk Live™ is a contacts data model metric.
The average time a contact person waits in queue before abandoning.
(Wait Time for Abandoned Contacts) / (Abandoned Contacts).
Note: If the short abandon setting is enabled, this metric will exclude short abandons.
The default name for this widget is Avg. Abandon Time, but you can change it to a custom name, up to 64 characters.
The Avg. Abandon Time metric can be broken down by queue. When the queue breakdown is applied, the widget will display a list of queues with each queue’s respective Avg. Abandon Time. (See Visualization.)
In breakdown mode, you can sort the Avg. Abandon Time metric by Queue and Value. You can sort the information by alphabetic order or value.
The Avg. Abandon Time metric can be displayed for any of the following time intervals:
- Last 15 minutes
- Last 30 minutes
- Last hour
By default, the time span for the Avg. Abandon Time metric is “Today”. The starting point for the “Today” time span is midnight of the time zone selected for the dashboard.
The default visualization for Avg. Abandon Time is Metric.
If the queue breakdown is selected, the visualization will automatically change to List.
Up to three threshold rules can be set for the Avg. Abandon Time metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.
While thresholds can be set for any metric widget, setting thresholds for the Avg. Abandon Time metric generally isn’t useful in practice. Working to lessen the time to abandon doesn’t resolve the underlying issue--limiting the number of contacts that abandon, to begin with.
You can filter the Avg. Abandon Time metric by the queue. This filter applies to the queues in which the contacts were abandoned.
See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.