Abandoned Rate An abandoned call occurs when a caller is connected to Hub and in turn hangs up before reaching voicemail or being answered by RezForce (if applicable). This may also include callers that reach voicemail but do not record a message, depending on the time of day.
Hub Abandoned Rate Hub abandoned rate is calculated by: abandoned calls divided by Hub presented calls, times 100 (abandoned calls/Hub presented calls*100 = Hub Abandoned Rate). Where Hub presented calls equals Hub answered calls, plus abandoned calls excluding any Non-Reservation Agent calls.
Overall Abandoned Rate Overall abandoned rate is calculated by: abandoned calls divided by Hub presented calls, plus RezForce answered calls times 100 (abandoned calls/Hub presented calls + RezForce answered calls*100). RezForce answered calls reduce the total of the numerator and add to the total of the denominator in the equation.
Abandoned Connection Statuses Definitions:
Abandoned: Calls where a press option was selected that took the call to the Hub, and hung up before it was answered in the Hub.
Abandoned No Agents: Calls where a press option was selected that took the caller to the Hub, and they hung up while there was no one signed into the Hub.
Abandoned On Hold: These are calls that were answered in the Hub, put back on hold and hung up.
Abandoned V/Mail During Hours: Calls that were delivered to the Hub, went to voicemail after reaching the maximum hold time, and hung up while the voicemail message was playing.
For additional Connection Status Definitions please see the article titled: Connection Status Definitions.