Abandon Call Abandon rate Enterprise Wait times 
Fonolo
APRIL 20, 2021
Is your call center experiencing an increase in abandoned calls ? Are your agents unable to answer an unexpected influx of inbound phone requests (otherwise known as call overflow)? 3 Proven Ways to Reduce Abandon Rates in the Call Center. 3 Proven Ways to Reduce Abandon Rates in the Call Center.
Hodusoft
NOVEMBER 27, 2022
The Automatic Call Distribution (ACD) system is the feature that automates the distribution of incoming calls to available agents for preventing such crises. It not only helps cut down call queues but also decreases call drop-offs due to lengthy waiting times.
Jive
AUGUST 27, 2018
When mining phone metrics for those key measures that will improve decision making, start with: Call volume. Response times and wait times. Measure how quickly your staff responds to inbound calls along with wait times. Call duration. Abandon rate. Is customer satisfaction down?
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