Skills CX operations
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.
npx rulebase-skills install cx-abandonment-analysisWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “abandonment rate”
- “customers hanging up in queue”
- “queue patience”
- “calls abandoned before answer”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
What counts as abandonment
Define it per channel before counting: Voice, Chat, Callback offered but not completed.
Survival and patience curves (conceptual)
A survival curve shows, for contacts that entered queue at time zero, what share remains waiting at each elapsed wait time. It answers: at what wait do people leave?
Censored waits
Contacts answered before abandoning have a wait time you never observe fully — they would have abandoned at some later time, but an agent arrived first. Treating answered contacts as "infinite patience" biases analysis.
Queue patience vs staffing
Abandonment rises when offered wait exceeds what customers will tolerate — but tolerance is not a universal constant you can import.
What abandonment hides from other metrics
Cross-check abandonment against: Contact volume by channel, Repeat contact from same identity, Complaints and social, FCR and repeat rate.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
