Which statement about compliance abandons is accurate?

• A. They include calls that never connect
• B. They include connected calls that took longer than the threshold to reach IVR or an agent, and count toward the total
• C. They exclude any connected calls
• D. They include only calls that are answered

Answer: (B)

Compliance abandons focus on the time it takes to connect a caller to the next step (IVR or an agent). If a call does connect but the time required to reach that first point is longer than the configured threshold, that call is counted as a compliance abandon. This ensures that not just whether a call was abandoned, but also whether it met the required response time, is tracked.

In this sense, the statement describing that they include connected calls that took longer than the threshold to reach IVR or an agent, and count toward the total, is correct. Calls that never connect are handled separately as standard abandons, and compliance abandons are specifically about exceeded connection times, not merely whether the call was answered.