How can we help?

Avg. Abandon Time

Follow

Data Model

Avg. Abandon Time on Talkdesk Live™ is a contacts data model metric.

 

Definition

The average time a contact person waits in queue before abandoning.

 

Calculation

(Wait Time for Abandoned Contacts) / (Abandoned Contacts).

 

Note: If the short abandon setting is enabled, this metric will exclude short abandons.

 

Name

image6.png

The default name for this widget is Avg. Abandon Time, but you can change it to a custom name, up to 64 characters.

 

Breakdown

image2.png

The Avg. Abandon Time metric can be broken down by ring group (queue). When the ring group breakdown is applied, the widget will display a list of ring groups with each ring group’s respective Avg. Abandon Time. (See Visualization.)

 

Time Span

image4.png

The Avg. Abandon Time metric can be displayed for any of the following time intervals:

  • Last 15 minutes
  • Last 30 minutes
  • Last hour
  • Today

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.

 

Visualization

image5.png

The default visualization for Avg. Abandon Time is Metric.

 

image7.png

If the ring group breakdown is selected, the visualization will automatically change to List.

 

Threshold

image1.png

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.

 

Filters

image3.png

You can filter the Avg. Abandon Time metric by ring group. This filter applies to the ring groups (queues) in which the contacts were abandoned.

See Configuring Talkdesk Live Widgets: Overview for important information about how widget filters are applied to metrics.

All Articles ""
Please sign in to submit a request.