What is abandoned in SAP (CRM-CCI - SAP Contact Center)?

SAP Term: abandoned

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: Calls that are hung up by customers before they are answered but after the false attempt time.

Smart SAP Assistant

• Key Concepts: 
  Abandoned in the context of CRM-CCI SAP Contact Center Infrastructure refers to a call that has been disconnected before it was answered by an agent. This could be due to a variety of reasons, such as the caller hanging up, the call being transferred to an incorrect number, or the caller not being able to reach an agent in time. 
  
  How to use it: 
  Abandoned calls can be tracked and monitored in order to identify areas of improvement in customer service. For example, if there is a high rate of abandoned calls, it could indicate that there is an issue with the call routing system or that there are not enough agents available to answer calls. 
  
  Tips & Tricks: 
  It is important to monitor abandoned calls in order to ensure that customers are receiving the best possible service. To do this, it is recommended to set up automated alerts when a certain threshold of abandoned calls is reached. This will allow you to quickly identify and address any issues that may be causing customers to abandon their calls. 
  
  Related Information: 
  Abandoned calls can also be used as an indicator of customer satisfaction. If customers are abandoning their calls at a high rate, it could indicate that they are not satisfied with the service they are receiving. It is important to track and analyze abandoned calls in order to identify areas where customer service can be improved.