Hello,
Has anyone ever reported on callers who abandon either during welcome greetings or in queue, and then subsequently call back another time?
We have a customer who has asked for this level of information to determine the % of callers who ring back having abandoned the initial time.
Thanks,
WA
Hi WA
I think you are (almost) talking about First Call Resolution…? 
If you have Infomart or a level of reporting which allows you to extract ANI or at least a level of Customer Data, then it’s something you can achieve - otherwise it gets a bit sticky…
Tony
To analyse such “repeated calls” you have to use detailed reporting. This could be interaction concentrator or your own solution which can store ANI and date/time information from IVR/routing strategy into external (custom) database. After that you can prepare request on this db: who called more that ones during e.g. one hour. Is it the actually what you want to know?