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How can I know who's causing the high abandon rate ?
8x8 Support

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

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.

Additional Information

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