How can I know who's causing the high abandon rate on my campaign?

Applies To

• VCC
• Campaigns

Answer

With the combination of "Transaction Details" with "Status change details" historical reports you'll be able to understand when a given campaign call came, which agents were available on that second, and which agents changed the status around the same moment (what can generate an abandoned call).

The dialer will keep trying to find available agents for a few seconds, so the abandoned can't be always linked to a given agent's misbehavior.

Additionally, if you purge a campaign linked with a queue that still has queued calls, and start another campaign on the same queue, all the purged calls will be marked as abandoned on the queue.