Figure 169: Abandoned Calls Graph - Nortel Call Center Set Up And Operation Manual

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Reports Explained
In this example, Time Bins increments range between 10 seconds and 1 minute. The seventh
Time Bin captures any call that is abandoned after waiting more than 1 minute. See Figure 169:
Abandoned Calls Graph.

Figure 169: Abandoned Calls Graph

Despite the very small data sample, the graph in Figure 169: Abandoned Calls Graph depicts a
fall in the wait periods after 10 seconds. An increased number of calls is assigned to the seventh
Time Bin.
Callers who want to hold are represented in the seventh Time Bin category; that is, they have
remained on hold and abandoned after 1 minute.
The identity of some of the abandoned callers may be held in the Abandoned Calling Line ID
Report (see Page 227).
The Call Profile Report (see Page 248) indicates Abandoned Calls throughout the day. Use this
to plan your staffing levels.
Reporting for Call Center Setup and Operations Guide Issue 02 (15)