What are compliance abandons?

• A. Compliance abandons are calls that never reach IVR
• B. They include calls that reach IVR immediately
• C. They include connected calls that took longer than the configured threshold to reach an IVR or an agent. Even if the call reaches an agent, it counts toward the total
• D. They exclude any connected calls

Answer: (C)

Compliance abandons measure calls that are already connected but exceed the configured time to reach the next step, either the IVR or an agent. The key idea is timing after a connection has been established: if the system waits longer than the threshold before getting to the IVR or the agent, that call is counted as a compliance abandon. Even if the call eventually reaches an agent, it still counts toward the total because the delay occurred after the connection and before reaching the intended destination.

This matches the description of calls that are connected and then take longer than the threshold to proceed, which is why the correct choice is the one that specifies a connected call surpassing the threshold to reach an IVR or agent and counting toward the total. The other options describe scenarios that don’t fit this timing-after-connection idea: calls that never reach IVR describe pure abandonments, immediately reaching IVR isn’t a delay, and excluding any connected calls would omit the very situation the metric is designed to track.