Filters
Period Aug 24, 2026 – Sep 20, 2026 · compared with Jul 27, 2026 – Aug 23, 2026
Inbound Experience
Find where inbound leads leak before a conversation starts.
Inbound path
Every step loses callers. The gaps are the opportunity.
Calls offered3,868
Reached the queue3,677-191
Answered by an agent3,473-204
Appointments set1,471-2,002
Source: Five9 Call Log Report and Five9 IVR Path Report
Abandons by hour of day
IVR and queue abandons stacked, against the 6% lead-loss line
IVR abandonsQueue abandons
Lead loss and service level by week
13 weeks of sample data, with target lines
Hour-by-hour inbound table
Where staffing and menu design need attention
13 rows
| Hour | Calls offered | IVR abandons | Queue abandons | Answered | Lead loss | Service level |
|---|---|---|---|---|---|---|
| 10a | 378 | 18 | 29 | 331 | 12.4% | 56.9% |
| 11a | 413 | 15 | 20 | 378 | 8.5% | 64.4% |
| 12p | 288 | 11 | 9 | 268 | 6.9% | 65.3% |
| 1p | 203 | 11 | 10 | 182 | 10.3% | 63.5% |
| 2p | 229 | 16 | 7 | 206 | 10.0% | 62.4% |
| 3p | 282 | 18 | 11 | 253 | 10.3% | 58.2% |
| 4p | 345 | 15 | 18 | 312 | 9.6% | 62.6% |
| 5p | 492 | 26 | 27 | 439 | 10.8% | 65.7% |
| 6p | 464 | 20 | 19 | 425 | 8.4% | 65.7% |
| 7a | 0 | 0 | 0 | 0 | 0.0% | 0.0% |
| 7p | 302 | 16 | 22 | 264 | 12.6% | 13.2% |
| 8a | 136 | 4 | 10 | 122 | 10.3% | 10.3% |
| 9a | 222 | 16 | 10 | 196 | 11.7% | 60.8% |
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IVR menu detail
Prompt-level paths are not in the sample data
Attempts, valid input, invalid input, no input and abandons per prompt come from the Five9 IVR Path Report. The prototype shows abandons at the call level only; prompt-level rows arrive with the live Five9 export.