Definicja abandonment rate

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).