What is false attempt in SAP CRM-CCI - SAP Contact Center?

SAP Term: false attempt

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: An unanswered call that is hung up by a customer before the false- attempt limit typically 5 seconds is reached.

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• Key Concepts: 
  False attempt is a term used in the SAP Contact Center Infrastructure (CRM-CCI) to refer to an unsuccessful attempt to contact a customer. This could be due to a wrong number, a busy line, or any other reason that prevents the contact center from reaching the customer. 
  
  How to use it: 
  False attempts are tracked by the CRM-CCI system and can be used to measure the effectiveness of contact center operations. The system can also be used to identify areas where contact attempts are failing and take corrective action. 
  
  Tips & Tricks: 
  It is important to monitor false attempts closely as they can indicate problems with customer service operations. If false attempts are increasing, it may be necessary to review customer contact processes and make changes to improve customer service. 
  
  Related Information: 
  False attempts are just one of many metrics that can be used to measure the effectiveness of contact center operations. Other metrics include call abandonment rate, average handle time, and customer satisfaction scores.