cx-abandonment-analysislisted

# Abandonment analysis Abandonment is the contact that never became a conversation. It does not appear in handle time, agent QA, or ticket-based FCR — but the customer still has the problem, and many of them come back angrier through another channel. **High FCR can hide abandonment.** If the customer hangs up in queue, closes the chat widget, or gives up on the IVR, there is no ticket, no disposition, and no repeat to measure. FCR looks fine because the failure never entered the denominator. The analysis makes invisible demand visible and separates patience limits you can influence from behaviour you can only observe. ## What counts as abandonment Define it per channel before counting: - **Voice** — caller disconnects while waiting for an agent (queue or ring), before a connected talk segment begins. Some systems also count very short answered calls; declare your threshold. - **Chat** — session ends before first agent message, or before customer message if you measure bot-to-agent abandonment separately. - **Callback offered but not completed** — customer requested callback and never received it, or abandoned during callback queue. Often tracked elsewhere; include if your service promise covers it. Distinguish: - **Queue abandonment** — staffing or routing problem - **IVR / self-service abandonment** — menu or deflection problem - **Post-answer immediate hang-up** — different diagnosis (wrong queue answered, long greeting, perceived wait misreported) Do n