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Statistics on the ACD-DN Delay Before Abandoning Report
Base Time Unit
The time frame (for example, interval, day, week, month, or period) for
which the report was generated.
Calls Aband
The number of calls abandoned by the caller.
Percent Of Calls Abandoned Within (Sec)
The percentage of calls abandoned within the specified delay period.
Avg Del Sec
The average time a caller waited before abandoning call.
Long Del Sec
The longest time a caller waited before abandoning call.
Interpreting the report
Figure 11-4 shows the ACD-DN Delay Before Abandoning Report for
queues 6100 and 6200. During the six days reported, a total of 401 callers
abandoned their calls.
Of all these abandoned calls, 28% were abandoned during the first 12
seconds.
The average delay (Avg Del), was 47 seconds but varied greatly throughout
the report period and between the queues. The longest delay experienced by
a caller (Long Del) also varied. Watch for patterns in these variations from
day-to-day and week-to-week. They may indicate better areas where staff
and resources can be assigned. They may also indicate when and how often
to play the recorded announcements.
Keep in mind that the tolerance of callers fluctuates. They are usually more
willing to wait longer if the recorded announcements tells them why they
are experiencing a delay.
Note: The sum of the percentage categories is 100%. Due to rounding,
the sum may total to a slightly lower number such as 99%.
Network Administration Center Supervisor's User Guide Product release 2
Standard management reports 11-13
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