What is 'abandoned' in SAP CRM-CCI - SAP Contact Center?
Get instant SAP help. Sign up for our Free Essentials Plan.abandoned - Overview
-
Component: CRM-CCI
-
Component Name: SAP Contact Center
-
Description: Calls that are hung up by customers before they are answered but after the false attempt time.
abandoned - Details
-
Term: Abandoned
Component: CRM-CCI SAP Contact Center
Definition: In the context of SAP Contact Center (CRM-CCI), an 'Abandoned' call refers to an incoming customer call that was disconnected or terminated by the caller before being answered by an agent. Essentially, the caller hangs up while still waiting in the queue or during the call setup phase.
How It’s Used: Abandoned calls are tracked to measure customer experience and contact center performance. High rates of abandoned calls may indicate long wait times, insufficient staffing, or technical issues. Contact center managers analyze abandoned call metrics to optimize agent availability, queue management, and call routing strategies.
Important Configuration:
- Set up call queue parameters and thresholds in CRM-CCI customizing to define when a call is considered abandoned.
- Configure reporting and monitoring tools (e.g., SAP Contact Center Analytics) to capture abandoned call statistics.
- Use transaction codes like CRMC_IC_CTI for CTI integration and monitoring call statuses.
- Adjust Automatic Call Distribution (ACD) settings to manage queue times and reduce abandonment.
abandoned - Related SAP Terms
ERPlingo simplifies finding the accurate answers to SAP message errors. I now use every week. A must have tool for anyone working with SAP! Highly recommended!
Executive SAP Consultant