Journal
Put abandoned calls on the same page as ticket volume
Many UK desks still take a large share of demand on the phone and then raise a ticket only if the call needs work after hang-up. A volume chart of tickets alone will show a calm Tuesday that the people wearing headsets remember as relentless.
Telephony extracts and ticket extracts rarely share an identifier. We do not pretend they do. We place them on facing pages with the same hour labels. The reader can see that abandoned calls rose at 12:30 while ticket creates stayed flat — usually lunch cover, sometimes a stalled IVR prompt.
Abandoned-call rates without a definition are worse than no chart. We ask whether ‘abandoned’ means after the welcome message, after a queue wait of thirty seconds, or after a callback was offered. Each definition changes the picture. The covering note repeats the definition you gave us.
Chat and portal contacts belong on a third small chart if they are material. Cramming three channels into one stacked bar can be useful for a board. It is a poor tool for a supervisor trying to decide whether to move a person from email to the phones at 09:00.
If you have no telephony export, say so. We will still draw the ticket charts and leave a blank facing page with a sentence explaining the gap, rather than implying the desk only works in tickets.