The Abandoned Calls in IVR report can help you understand where Customers are leaving your Interactive Voice System (IVR). Use this information to optimize and improve your IVR.
Understand the basics
When to use the Abandoned Calls in IVR report
Use the Abandoned Calls in IVR report if you have questions around:
How often are our Customers abandoning their phone calls while in the IVR?
When are our Customers more likely to abandon their call while they’re in the IVR?
Are Customers abandoning a higher percentage of phone calls over time while they’re in the IVR?
How often to view the report
Review this report weekly to gain valuable and actionable insights.
Note – This report only classifies calls that were abandoned while the Customer is going through the IVR. It does not include the time spent waiting on hold for an Agent.
Metrics used for the Abandoned Calls in IVR report
Review the definition of each metric and how it’s used to calculate data. These are fields you’ll see in the CSV download.
Metric | Description |
|---|---|
% of Total Calls in IVR | The percent of total calls that are abandoned. |
Abandoned Calls in IVR | The number of abandoned calls in the IVR. |
Take action
Once you understand the report, you can take action and make improvements.
Number of Abandoned Calls in the IVR is Increasing
If you see the number of abandoned calls in the IVR is growing, as well as the % of total calls that are abandoned, this means your Customers may be unable to reach you successfully.
Look into your current IVR configuration. Is it too complex or confusing? Having too many options will sometimes drive Customers to abandon their call if they just want to speak to an Agent.
Take a close look at your IVR to see where Customers are abandoning the call. Think about what you can do to reduce the number of Customers abandoning their call from that point.
Check your Channel Mix and see what other Channels are growing. Is it just Voice growing or are you seeing a growing trend across other Channels?
Number of Abandoned Calls in the IVR is Decreasing/Low
This is great news! Your Customers have no problem reaching you, which contributes to an excellent service experience.
Good to know
This report can also be generated via API. See our developer guide for more details.
CSV download of this report is limited to 100k rows.
Listed below are related reports we recommend you use alongside this report:
Customer Wait Time by Channel
Channel Mix
Abandoned Calls
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FAQ
What is the purpose of the Abandoned Calls in IVR report?
The report helps you understand where Customers are leaving your Interactive Voice System (IVR) and provides insights to optimize and improve your IVR.
Do abandoned calls count against SLA?
SLA is count of calls answered within a brand’s goal divided by total inbound calls. If a call is abandoned, it counts towards the denominator but not towards the numerator of the SLA calculation.
How often should I review the Abandoned Calls in IVR report?
It is recommended to review the report weekly to gain valuable and actionable insights.
What metrics are included in the Abandoned Calls in IVR report?
The report includes metrics such as the % of Total Calls in IVR and the number of Abandoned Calls in IVR.
What should I do if the number of abandoned calls in the IVR is increasing?
You should review your IVR configuration for complexity, check where Customers are abandoning calls, and analyze your Channel Mix for trends.
Is it good if the number of abandoned calls in the IVR is decreasing?
Yes, a decreasing number of abandoned calls indicates that Customers are successfully reaching you, contributing to a better service experience.
Can the Abandoned Calls in IVR report be generated via API?
Yes, the report can also be generated via API. Refer to the developer guide for more details.
What is the limit for the CSV download of the report?
The CSV download of this report is limited to 100,000 rows.
Are there related reports I should use alongside the Abandoned Calls in IVR report?
Yes, related reports include Customer Wait Time by Channel, Channel Mix, and Abandoned Calls.