BCMS/VuStats Abandon Call Timer

[PhoneTechMan]

Can someone explain exactly (or close to it) how the abandoned call timer works? And, what's the 'book' definition of an abandoned call? I need to have my ducks in a row when I try to explain this to the call center manager. Thanks In advance.

 

[mikeydidit]

http://support.avaya.com/edoc/docs/bcms/585217102_1.pdf

On page 179 is the tables you are looking for PhoneTechMan .

"You don't stop playing because you get old. You get old because you stopped playing."

 

[PhoneTechMan]

Thanks, that helps on the definition, I'm looking info on how the abandoned call timer is supposed to work.

 

[nohuhu]

PhoneTechMan,

bcms abandon call timer is used to decrease number of abandoned calls in statistics. it's common to have some percent of very short abandoned calls in a call center, the most common situation is when a caller dials an incorrect number and realizes that after the call is connected. some people like to avoid such "casual" abandoned calls to spoil their statistics and set abandon call timer to some value supposedly higher than average length of such abandons. if this timer is set, bcms will not count abandoned calls whose duration is less than specified number of seconds.
by definition, an abandoned call is a call that is disconnected by a caller before it connects to an agent. since it can disconnect on a trunk level (entering pbx), vdn/vector level (in some announcement or while routing) and skill level, you can use reports on trunks, vdns and skills to show abandon count.

 

[mikeydidit]

http://support.avaya.com/edoc/docs/defg3r/g3rbcms4.pdf

The above document (page 27) starts with the acceptable service levels and the formulas for the administration of them. This would include the call timers (abandoned calls).

"You don't stop playing because you get old. You get old because you stopped playing."

 

[langl3y]

One point to note is that the call is answered, not abandoned. The phantom abandon is the caller hanging up after being answered by the Agent.
If you set the phantom abandon timer at 7 secs, then all ACD calls less than 7 seconds will be considered as abandoned calls.
This actually makes your abandon figures look worse than the true abandon definition.

Cheers
langl3y