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number of abandon calls have increased

i am new to UCCE                 

i noticed that number of abandon calls have increased by 9% for priority call segment,

i need to find the root cause and resolution to this issue

how to start investigation?

ICM version-8.0

CVP version : CVP 8.0(1) Build=1440

IOS of voice gateways: c5350-is-mz.151-2.T4.bin

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number of abandon calls have increased

This is too broad of a question.  Where are the calls abandoning?  Is it in queue or in the IVR?  Have your hold times increased?  Have your agent metrics chaged which might cause poor customer service?

david

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