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Abandoned vs. Aborted calls in Cisco 1
- Thread starter toddx4
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MitelInMyBlood
Technical User
This depends mainly on timing. An "aborted" call is one which the caller hangs up either during or immediately following the message. By comparison, the abandoned calls are those where the caller usually gets tired of waiting and hangs up after waiting some time on hold.
A high call abandoned count usually is indicative of understaffing the call center, but can also be a result of an unplanned or unexpected event that might trigger an unusually high call volume.
You generally have to look at the entire report to get a true picture of what's going on. If your call center is a sales force, where you're really trying to answer every caller, hiring additional agents might result in better sales figures. On the other hand if it's a tech support call center, such as a cable TV company, you generally don't worry about the abandons, because if they're still having problems they'll call back.
Original MUG/NAMU Charter Member
A high call abandoned count usually is indicative of understaffing the call center, but can also be a result of an unplanned or unexpected event that might trigger an unusually high call volume.
You generally have to look at the entire report to get a true picture of what's going on. If your call center is a sales force, where you're really trying to answer every caller, hiring additional agents might result in better sales figures. On the other hand if it's a tech support call center, such as a cable TV company, you generally don't worry about the abandons, because if they're still having problems they'll call back.
Original MUG/NAMU Charter Member
MitelInMyBlood
Technical User
Some addt'l here for you,
Our call center manager gets both a weekly and a monthly report. The weekly reports reflect special events that might trigger an unexpected or unplanned increase (or decrease) in call volume. These are sometimes helpful to see, but the monthly report is more of a true measure of the average traffic.
These reports (depending on the type system you have) can be as granular as you like, taking hourly snapshots or every 15 minutes. They'll show independent agent skills in handling calls (by shorter average talk times for those better skilled agents) - also if someone is goofing off - you gain all this knowledge about your call center moreso over a period of time than via weekly (or daily) reports. Personally I wouldn't waste my time with daily reports (unless it's sales)
Original MUG/NAMU Charter Member
Our call center manager gets both a weekly and a monthly report. The weekly reports reflect special events that might trigger an unexpected or unplanned increase (or decrease) in call volume. These are sometimes helpful to see, but the monthly report is more of a true measure of the average traffic.
These reports (depending on the type system you have) can be as granular as you like, taking hourly snapshots or every 15 minutes. They'll show independent agent skills in handling calls (by shorter average talk times for those better skilled agents) - also if someone is goofing off - you gain all this knowledge about your call center moreso over a period of time than via weekly (or daily) reports. Personally I wouldn't waste my time with daily reports (unless it's sales)
Original MUG/NAMU Charter Member
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