The Abandoned Calls in IVR report can help you understand where Customers are leaving your Interactive Voice System (IVR). Use this information to optimize and improve your IVR.
Key Concepts and Definitions
These are concepts and definitions you should be aware of to understand this report:
- Contacts are phone calls, Messaging sessions, emails, or voicemails. Contact can be defined as an Inbound (started by the customer) or Outbound (started by the agent) activity. Contact may contain one call or multiple messages (individual chat messages, SMSes, etc.).
- Customers are people who have a connection with your company because they are interested in your products and services or are an existing customer. Customers in Gladly could also have a history of Conversations that may span across multiple Channels.
Understand the basics #
When to use the Abandoned Calls in IVR report #
Use the Abandoned Calls in IVR report if you have questions around:
- How often are our Customers abandoning their phone calls while they’re in the IVR?
- When are our Customers more likely to abandon their call while they’re in the IVR?
- Are Customers abandoning a higher percent of phone calls over time while they’re in the IVR?
How often to view the report #
Review this report weekly to gain valuable and actionable insights.
Note – This report only classifies calls that were abandoned while the Customer is going through the IVR. It does not include the time spent waiting on hold for an Agent.
Metrics used for the Abandoned Calls in IVR report #
Review the definition of each metric and how it’s used to calculate data. These are fields you’ll see in the CSV download.
| Metric | Description |
| % of Total Calls in IVR | The percent of total calls that are abandoned. |
| Abandoned Calls in IVR | The number of abandoned calls in the IVR. |
Take action #
Once you understand the report, you can take action and make improvements.
Number of Abandoned Calls in the IVR is Increasing #
If you are seeing the number of abandoned calls in the IVR is growing, as well the % of total calls that are abandoned, this means your Customers may be unable to reach you successfully.
- Look into your current IVR configuration. Is it too complex or confusing? Having too many options will sometimes drive Customers to abandon their call if they just want to speak to an Agent.
- Take a close look at your IVR to see where Customers are abandoning the call. Think about what you can do to reduce the number of Customers abandoning their call from that point.
- Check your Channel Mix and see what other Channels are growing. Is it just voice growing or are you seeing a growing trend across other Channels?
Number of Abandoned Calls in the IVR is Decreasing/Low #
This is great news! Your Customers are having no problem reaching you which contributes to excellent customer experience.
Good to know #
- This report can also be generated via API. See our developer guide
for more details. - CSV download of this report is limited to 100k rows.
- Listed below are related reports we recommend you use alongside this report:
- Customer Wait Time by Channel
- Channel Mix
- Abandoned Calls
