ACD Queue

[tomskillman]

I keep getting questions about ACD statistics from our Customer Service section and I'm not exactly sure of the answer. Our statistics show that calls are answered in approximately 30 seconds, but we have 10% lost calls. My question is, if a call is sent to an ACD agent and not answered, it goes back into the end of the queue, right? Is this considered a new call (and thus reset to 0 seconds to answer) or would this counter continue? I find it odd that 10% of our calls would hang up within 30 seconds of entering the queue. Thanks for any insight.

Tom Skillman
tskillman@stlwater.com

 

[srmega41]

Is 30 seconds your ASA? if so, that is your Average Speed of Answer, not the longest. Also, if you have your ACD Queue set to FORC, you will not allow calls to go back to the queue if they are not answered. You would need to have FORC set to NO, and RTQT set to a time, which is how long a caller will ring at an agent before being returned to queue. There is a secondary prompt for what should be done to the agent if this happens. Your options are NRDY and MSBY.

If this is set up, the unanswered called goes to the BEGINNING of the queue, since they should have already been answered. The caller would not be placed at the end of the queue, rather at the beginning.

A 10% abandonment rate is not unusual, but it is high. A lot of it depends on your on hold in-queue treatment. Are callers presented with a message asking them to hold, and then music? If you do not provide an initial message (and you are no using Symposium) callers will only hear a ring until they are answered. Many people will not listen to 30 seconds of ringing, let alone 60.

Hope this helps,

Scott M.