Calls routing to 'unassigned' and abandoning

Question

Hey All We’ve recently migrated all channels to Intercom. We have seen a 50% rise in abandoned calls, as it appears calls are routing through to an ‘unassigned’ teammate rather than agents ready and available to take calls. I wondered if any one else has experience this problem and what a possible fix could be?

Jorge Gomez · Accepted Answer

Hi ​@jobel160!Are you currentlyusing an “IVR workflow” for your incoming calls?In our particular case, we noticed a high amount of abandoned calls because callers would not go through any or only some IVR options before reaching the step where the call is routed to an agent, but I’m not sure if that’s your particular case.When an “IVR workflow”is used, Intercom uses the “Abandoned In routing” inbound call state for these abandons, and “Abandoned In Queue” for calls abandoned while waiting for a teammate to answer.

jobel160 · Answer

Hey JorgeThanks so much for the reply.The abandoned calls don’t seem to count when in the IVR, I’m guessing this is because it is routed from another provider (MaxContact)The call actually arrives in Intercom and then the system assigns it to an Unassigned team mate. Here is how the audit trail looks

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