Subject: Abandoned and Missed call report - Aug 2022
From: Pritish Nandi <[email-masked]>
To: "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, Pravesh Singh <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>, ashish dabral <[email-masked]>, gaurav yadav <[email-masked]>
Date: Mon, 22 Aug 2022 23:34:14 -0700 (MST)

Hi Josephine, 

Please find below the abandoned and missed call report. 

Some Observations: 

    * I have checked the Abandoned calles for France, China and Japan and found most of the calls are abandoned when the agent was on break. 
    * We also have 39 long inbound calls out of 1218 calls which is only 3.20%. We are keeping a check on long calls and trying to minimise it so that we can answer more calls. 
    * Some agents have high ACW time as well which we have shared feedback for. This also resulted in abandoned some calls. 
    * If you look at the weekly trend you will see that we have been improving on the Abandoned calls for China, France, Japan and US. 
    * For missed calls out of 18 missed calls only 4 were agent fault where they ignored the incoming call. The feedback has been shared with the respective agent. (You can check the data in excel) 

	Total Calls 	Total Abandoned 	Total Missed 	Aban % 	Miss % 
APAC 	580 	38 	7 	6.55% 	1.21% 
EMEA 	519 	15 	4 	2.89% 	0.77% 
NA 	228 	9 	6 	3.95% 	2.63% 
					
	Total Calls 	Total Abandoned 	Total Missed 	Aban % 	Miss % 
EPOS 	1218 	62 	18 	5.09% 	1.48% 

Call Type 	Country 	Week 32 	Week 33 	Week 34 	Week 35 	Abandoned calls 	Total Calls 	% 
Abandoned 	China 	11 	7 	4 	1 	23 	359 	6.41% 
France 	4 	3 	1 		8 	98 	8.16% 
Japan 	5 		1 	1 	7 	56 	12.50% 
US 	2 	4 	1 		7 	205 	3.41% 
UK 			1 	3 	4 	44 	9.09% 
HK 			2 	1 	3 	22 	13.64% 
India 		2 		1 	3 	74 	4.05% 
Mexico 		1 		1 	2 	11 	18.18% 
Belgium 	1 	1 			2 	12 	16.67% 
Australia 		2 			2 	54 	3.70% 
Denmark 			1 		1 	33 	3.03% 
Abandoned Total 		23 	20 	11 	8 	62 	968 	
								
Call Type 	Country 	Week 32 	Week 33 	Week 34 		Missed calls 	Total Calls 	% 
Missed 	US 	2 	2 	2 		6 	205 	2.93% 
China 	1 	3 			4 	359 	1.11% 
HK 	3 				3 	22 	13.64% 
Denmark 		2 	1 		3 	33 	9.09% 
France 	1 				1 	98 	1.02% 
Germany 	1 				1 	183 	0.55% 
Missed Total 		8 	7 			18 	900 	

Regards, 
Pritish Nandi