What are abandoned calls?

An abandoned call is created as a result of a situation when a patient dials facility’s number and disconnects the call during the voice intro message stage.

Usually the reason for these types of calls to take place is when the patient realises they have dialed the wrong number or when they don’t want their calls to be recorded. Therefore there is no option to make a callback in this type of a call. 

Abandoned calls can be found in the main calls interface, after opening the All tab and selecting type Abandoned.

⚠ If for any reason you would like to have the option to callback to abandoned calls, you can request with your CS Specialist to enable a feature that treats abandoned calls as if they were unanswered. Keep in mind that it will also affect the statistics for unanswered calls.