Is there any way to find out what the call abandonment rate is?

[Geoff Soper]

I suspect I might know what the answer is, but this question has come up in an SDI questionnaire. Thanks

[Steven Boardman]

@Geoff Soper I am not sure Hornbill is the right tool to provide this metric, as essentially no calls will have been logged, so no data in Hornbill to report on.

The abandon rate is the percentage of inbound phone calls made to a call center or service desk that is abandoned by the customer before speaking to an agent

As Hornbill is not integrated into telephony solutions, perhaps you will be able to get these details from your call queue management solution?

 

[Geoff Soper]

Thanks Steve - I was looking to cover all the bases by looking at staff using our self service portal, start raising a call, but don't actually raise a call.