Hi I am new to Fresh desk & Fresh Caller 

As we have implemented Freshdesk recently  there are number of abandoned calls recorded in FreshDesk. This is not a surprise.

(a) How ever it appears that some of the callers got what the information they required from IVR messages & simply hang-up without ising hangup option.

Q1 : What are the scenarios where a call is recorded as abandoned? 

Q2 : does (a) above correct?

Q3 : If (a) is correct how do we seperate where caller is satisfied with IVR response & no follow up is required.

Thank you