What is 'abandonment rate' in SAP CRM-IC - Interaction Center WebClient?
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Component: CRM-IC
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Component Name: Interaction Center WebClient
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Description: A query in SAP Business Information Warehouse SAP BW that informs the Interaction Center Manager of the proportion of inbound abandoned connections compared to the total number of calls. An inbound abandoned connection is a connection that is made to the interaction center, but stopped before it reaches the first agent. A customer could have abandoned the connection at any time while ringing, queueing, or during the Interactive Voice Response IVR.
abandonment rate - Details
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Term: Abandonment Rate
Component: CRM-IC Interaction Center WebClient
Definition: Abandonment rate in SAP CRM Interaction Center refers to the percentage of incoming customer interactions (such as calls or chats) that are terminated by the customer before being answered or handled by an agent. It measures how often customers abandon the queue or session, indicating potential issues with wait times or service levels.
How It’s Used: In real SAP CRM IC projects, abandonment rate is a key performance indicator (KPI) used to monitor and improve customer service quality. Contact center managers track this metric to identify if customers are dropping off due to long wait times, insufficient staffing, or technical problems. Reducing abandonment rate helps improve customer satisfaction and operational efficiency.
Important Configuration:
- Set up interaction queues and routing rules in the Interaction Center to manage incoming contacts effectively.
- Configure monitoring and reporting tools within the IC WebClient to capture abandonment statistics.
- Use transaction CRMC_IC_MON (Interaction Center Monitor) or related reporting tools to analyze abandonment data.
- Adjust staffing and service level agreements (SLAs) based on abandonment rate insights.
abandonment rate - Related SAP Terms
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