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High number of abandoned voice contacts for one skillset

High number of abandoned voice contacts for one skillset

High number of abandoned voice contacts for one skillset

Hi all,

We have several toll free numbers that come into our CS1000 via incoming digit translation. The converted digits are then used in Orchestration Designer to call up the script that routes to an available agent.

Recently, the supervisors have reported a higher-than-usual abandon rate from their third party software, NICE IEX. Normally they may have 1-4 abandon's per day, but recently they have had over 10 on multiple days. Do you have any suggestions on what I could do to troubleshoot this?


RE: High number of abandoned voice contacts for one skillset

Check the CallByCall statistics to see what's happening to the calls

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