Component: CRM-IC
Component Name: Interaction Center WebClient
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.
Key Concepts: Abandonment rate is a metric used to measure the number of customer interactions that are not completed. It is calculated by dividing the number of abandoned interactions by the total number of interactions. In SAP CRM-IC Interaction Center WebClient, abandonment rate is used to measure the effectiveness of customer service agents in handling customer inquiries. How to use it: Abandonment rate can be used to identify areas of improvement in customer service. It can be used to measure the effectiveness of customer service agents in handling customer inquiries and to identify areas where customer service agents need additional training or support. Additionally, it can be used to identify areas where customers are not satisfied with the service they are receiving and need additional assistance. Tips & Tricks: To ensure that abandonment rate is an accurate measure of customer service effectiveness, it is important to track all customer interactions, including those that are abandoned. Additionally, it is important to track the reasons why customers abandon their interactions so that customer service agents can be better equipped to handle similar situations in the future. Related Information: Abandonment rate is closely related to other metrics such as average handle time and first contact resolution rate. These metrics can be used together to gain a better understanding of customer service performance and identify areas for improvement. Additionally, abandonment rate can be compared across different channels (e.g., phone, chat, email) to identify which channels are most effective for handling customer inquiries.
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