In our organization, all abandons are created equal. However, we do separate them out when reporting them by period. i.e. <10, <20, <30, etc.

Our view is that our hands are tied if callers drop off prior to our set ASA goal. We view it as the customer not giving us a chance to service their needs.

I'm currently conducting a deep dive into why roughly 30% of our calls are abandoning after 60 seconds with our occupancy sitting around 75%. Should be interesting...

Friends, we can predict the abandonment?
Knowing that my tx abandonment is "x" and my client expects an average "y" in queue, how can I design (excel)?
It would be possible to merge the GOS (erlang) and ASA in this projection?

tks

guys?

My question to everyone is on what basis is ASA decided? Target ASA to quite an extent should be reflection of customer patience for a particular product.Customer who has lost his crdit card may still want to hold longer in order to get his card cancelled but may turn up more impatient and irate and on the other hand a customer booking movie tickets may decide to hangup in just 10 secs to call later.Its very important to define definition of service correctly.

In my view any call that is hung up after 5 secs of hitting an agent should be included in calculation for abandonment.