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Abandoned Calls

When the call goes nowhere

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Definition

When using software in customer service, calls are considered abandoned or lost calls if the caller hangs up before a staff member can answer the incoming call. The number of these unanswered calls is registered in the multichannel ACD. The number of abandoned calls increases when there are too few staff. In outbound, abandoned calls are connections that are set up and accepted by automatic call management, but are terminated again before a call is made due to the lack of a free employee.