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?
Best answer by Jorge Gomez
Hi
Are you currently using 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.
Hi
Are you currently using 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.
Hey Jorge
Thanks 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
+3Hey
Please reach out to our Support Team via the Messenger if you’re still running into this issue that so we can take a look at your set up directly. Thanks!
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