Level up your Twilio API skills in TwilioQuest, an educational game for Mac, Windows, and Linux. Download Now

Menu

Expand
Rate this page:

Thanks for rating this page!

We are always striving to improve our documentation quality, and your feedback is valuable to us. How could this documentation serve you better?

Track Abandoned Conversations in WFO

Abandoned conversations are conversations where a customer did not talk to an agent because the customer disconnected while waiting in the queue.

Abandoned conversations may occur because the customer hung up or disconnected due to technical issues (for example, if they lost signal while calling from a mobile device). Abandons can happen either in a queue a customer enters from an IVR or during a transfer to another queue. Abandoned conversations do not include calls disconnected at any point during the IVR flow.

Abandoned Metrics

Below you can find a list of built-in metrics you can start using for abandoned contacts analysis.

Abandoned Conversations

Abandoned Conversations is the number of conversations in which customers and agents have not been connected and communciated with each other.

SELECT IFNULL(COUNT(Conversation,Segment), 0) 
WHERE Abandoned = Yes AND Abandoned Phase <> Voicemail

Abandoned Conversations %

Abandoned Conversations % is the ratio of Abandoned Conversations to total offered conversations:

SELECT Abandoned Conversations / Conversations including Abandoned

Abandoned Segments

Abandoned Segments reflects number of segments in which customers and agents have not been connected and communciated with each other. This metric is useful if you have calls with transfers, and abandons may happen during transfer to another queue. In this situation you'll be looking at abandons on level of segments which will help you map abandonment rate to specific queue.

Wondering what's the difference between Segment and Conversation? Please check Conversation Structure article.

SELECT IFNULL(COUNT (Segment), 0) 
WHERE Abandoned = Yes AND Kind = Queue AND Abandoned Phase <> Voicemail

Abandoned Segments %

Abandoned Segments % is the ratio of Abandoned Segments to total offered segments:

SELECT Abandoned Segments / Segments including Abandoned

Abandon Time

Abandon time captures the time it took a customer to wait in the queue before hanging up. The abandon timer begins the moment the customer enters the queue from the IVR, or at the end of a conversation when transferring to another queue. Abandon time equals Queue time in the case of abandoned conversations.

SELECT Abandon Time

Abandoned Attributes

You can use the following attributes in WFO to slice numeric metrics by.

Abandoned

You can identify abandoned conversations and segments by the Abandoned attribute. Abandoned may have the following values:

Inbound

Inbound abandoned conversations are conversations where a customer tried to call you, but you were not able to handle them:

  • No - The customer was connected to an agent, and they could speak together.
  • Yes - The customer gave up while waiting for an agent, and they have not asked for a callback nor left any voice mail - this includes customers who hang up during voicemail before leaving a message after the beep sound.
  • Follow-Up - The customer either left voicemail or asked for a callback.

Outbound

Outbound abandoned conversations are conversations where an agent or a dialer tried to connect to a customer:

  • No - The agent successfully reached a customer.
  • Yes - The agent gave up when trying to reach a customer.

Reaching a voicemail means that the call was not abandoned.

Abandoned Phase

For more details around abandoned conversations, you can set up custom logic to assign Abandoned Phase values.

  • Short Queue - The customer abandoned the conversation in a queue within a short timeframe.

Filtering out short abandoned calls is useful for excluding unintended dials to an agent or any case where the customer decides to hang up immediately. You can either pass this phase programmatically via TaskRouter events or eliminate short abandons directly in your reporting using custom metrics.

  • Queue - The customer abandoned the conversation while waiting in the queue.
  • Ringing - The customer abandoned the conversation while the phone was ringing (either while dialing an agent or a customer).
  • Voicemail - The customer abandoned the conversation in voicemail. You can use the Abandoned attribute to understand whether the customer left a message or not.
  • Callback Request - The conversation was abandoned by the customer requesting a callback. A Callback Request always sets the Abandoned value to Follow-Up.

Rate this page:

Need some help?

We all do sometimes; code is hard. Get help now from our support team, or lean on the wisdom of the crowd browsing the Twilio tag on Stack Overflow.