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Queue Abandon Rate

To access Insights, go to https://insights.carexm.com 

You will use the same login information that you use to access CXM to log into Insights. This means that if you change your CXM password, it will update in Insights as well. 

Your CXM user must have the Analytics toggle turned ON in order to log into Insights.

Once logged in, you will be on the landing page and can choose from the different reports by hovering over the category in the left side bar:

Click on "Call Reports", then "Queue Abandon Rate":

 

The Queue Abandon Rate measures the number of INBOUND calls that hang up while waiting in queue to be answered that waited longer than 60 seconds; this does NOT include calls that abandoned in IVR/menu, nor does it include abandoned calls that reached the queue that had less than 60 seconds of queue time. The report will automatically default for today minus the past 10 days.  The red line displays the average abandon rate over the selected time frame. The blue line displays the average abandon rate for each day over the selected time frame. The bar graph displays the Total Queued Calls for each day over the selected time frame. 

 

This report can be filtered by Report Time Zone, Organization, Organization State, Date Range, and Source System. 

  • Report Time Zone - This filter will set the time zone of all activities and calls shown on the dashboard to the selected time zone.  This filter defaults to selected organization's time zone.
  • Start Date / End Date - These filters allow the user to set the date range for the data shown within the dashboard.  The date range is set to the last 10 days by default.
  • Organization - This filter allows the user to select the organization(s) for which they want to see data.  Only Organization(s) that the user has access to AND that have data in the selected time frame will be shown in the filter options.
  • Organization State - This filter allows users to filter the list of Organizations down to those located in the selected geographical state(s).  By default, all Organization States will be selected.
  • Source System - This filter allows the user to see only what was created by a specific team.  For example, if filtered down to CareTriage, the report would only show data for calls handled by CareTriage.
    • By default, this filter will include all Teams selected. The available options shown will be only those relevant to the Organization(s) selected.
    • Team Definitions:
      • CareAssist - The CXM Non-Clinical Team
      • CareTriage - The CXM Clinical Team
      • CXM App - The Total Triage Mobile app calls
      • CXM - The client Enterprise team

Note: For report to filter correctly, click on the "Apply" button on the bottom of each filter's drop down. Only applies if the list exceeds 10 options.

 

The report can be downloaded, select "Download" in the lower right hand corner of the screen:

 

Choose your file format: