Feature Enhancements

Call History reports have been updated to display Abandonment Rate for Inbound Calls. Use the Abandonment Rate pie-chart to view and monitor the percentage of abandoned inbound calls. Mouse-over the pie-chart to view the number of total inbound and abandoned calls.

An abandoned call is an inbound call waiting in queue for an agent, where the caller hangs up/ “abandons” the call before it is answered. If your abandonment rate is high, you may consider the following actions:

• Review Distribution Programs to ensure enough available agents are eligible for inbound calls
• Ensure agent capacity is in proportion to inbound volume during busy time periods

View Abandonment Rate Pie Chart for Call History Reports

 

1. Click your name on the top-right corner of any page, and under the Reporting section, click Dial-IQ.

2. Click the Call History tab.

3. From the All Calls drop-down list, select Inbound Calls, and click the Apply button.
   • This displays the Abandonment Rate pie-chart.

All major web browsers (such as Google Chrome, MS Edge, Firefox) are deprecating support for Flash by the end of 2020. To support this update, Flash dependency is no longer required for Velocify.