Abandon rates are normally calculated at agent levels. How about calls abandoned at the IVR..

Hi Masood,

Absolutely!

If you are talking IVR while queuing for an Agent, then this is can be viewed as glorified hold music, and abandonment counts the same as the inbound callers that gave up waiting. (generally call of less than 4 or 5 seconds duration are dismissed from the calculations as people just testing or callers dialling incorrectly. ie Abandonment = Calls ended while in IVR / Total calls presented to call flow.

If you are talking about an IVR which handles the entire length of the inbound call, then each significant step in the IVR should be monitored to show at what stage callers hang-up.

That way you can take a view if it is a technical error causing the abandonment, or the IVR question is too ambiguous or is the IVR call-flow just to long for some callers patience and that is why they are abandoning.

regards

whats the bench mark for nomrmal agent queue abondond rate.less than 5% and what's the bench mark for abondond rate for IVR

For both IVR and Agents, calls abondant less than how many seconds as a general rule shall be excluded from adondant figure