Call Flow in BCMS reports

[cl8ton]

We're puzzled about our hourly BCMS reports for yesterday for a call vector I have setup... Between the hours of 11-12 I show 2.6 agents logged in; I show 3 calls flowed out, but I show 0 calls in the ACD column. How can this be possible? Shouldn't the report have shown 3 ACD calls?

 

[RGarcia87]

ACD calls are calls that are answered in the queue. If they are in the 'Flowed Out' column that means the vector redirected them somewhere else.

 

[cl8ton]

I understand the ACD piece of it - but the report shows zero calls under the ACD column. So what does this mean? Could it be calls that were directly transferred to that agent's extension? Does the call flow out mean the call was never answered? Or could it have been tranferred on to someone else's extension... Our CS manager wants to know why 3 calls flowed out and left the service level for that hour at 0%.
thanks

Carla

 

[SF0751]

Can you paste a copy of your vector?

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[cl8ton]

CALL VECTOR

Number: 16 Name Gourmet Lock? n

Basic? y EAS? n G3V4 Enhanced? y ANI/II-Digits? n ASAI Routing? n
Prompting? y LAI? n G3V4 Adv Route? y CINFO? n BSR? n

01 wait-time 4 secs hearing ringback
02 goto step 19 if staffed-agents in split 1 > 0
03 goto step 18 if time-of-day is all 20:00 to all 08:00
04 goto step 18 if staffed-agents in split 8 < 1
05 queue-to split 8 pri m
06 wait-time 15 secs hearing music
07 collect 1 digits after announcement 2022
08 route-to number 1116 with cov n if digit = 1
09 wait-time 15 secs hearing music
10 collect 1 digits after announcement 2025
11 route-to number 1116 with cov n if digit = 1
2 wait-time 15 secs hearing music
13 stop
14
15
16
17 announcement 2023
18 route-to number 1116 with cov y if unconditionally
19 route-to number 1462 with cov y if unconditionally
20
21
22

 

[cl8ton]

Here's the BCMS report - any insight you can provide here would be great. Thank you


AVG AVG AVG TOTAL TOTAL % IN
ACD SPEED ABAND ABAND TALK AFTER FLOW FLOW AUX/ AVG SERV
TIME CALLS ANS CALLS TIME TIME CALL IN OUT OTHER STAFF LEVL

8:00- 9:00 1 0:09 0 0:00 0:39 0:00 0 0 5:25 2.0 100
9:00-10:00 1 0:08 0 0:00 1:35 0:00 0 0 13:21 2.0 100
10:00-11:00 0 0:00 0 0:00 0:00 0:00 0 0 54:20 2.0
11:00-12:00 0 0:00 0 0:00 0:00 0:00 0 3 71:43 2.6 0
12:00-13:00 1 0:09 0 0:00 4:21 0:00 0 0 57:20 3.0 100
13:00-14:00 0 0:00 0 0:00 0:00 0:00 0 0 7:41 1.9
14:00-15:00 0 0:00 0 0:00 0:00 0:00 0 0 0:17 1.0
15:00-16:00 1 4:15 0 0:00 0:36 0:00 0 0 1:25 1.0 0
16:00-17:00 0 0:00 0 0:00 0:00 0:00 0 0 3:51 1.0

 

[SF0751]

You have four opportunities for the caller to bail out of the queue and cause you to see a "flow-out" (steps 8, 11, 18, and 19). So three of your calls got to one of of those steps (probably 8 or 11) and left the queue.

ps - I would change step 13 to "goto step 11 if unconditionally" and make step 14 your "stop" point. What happens if the caller is on step 12 and the 15 seconds is up before a rep becomes available? That might also be a point for a flow-out; I'm not positive.

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road

 

[cl8ton]

Thanks for the advice.

I'm still puzzled why there are no ACD calls showing up if there were indeed three callers who did bail. Will nothing show here unless the call is handled by an agent?

Carla

 

[SF0751]

We don't use BCMS, we have CMS. In CMS, the definition for ACD Calls is "The number of split/skill ACD calls that were queued to this split/skill and answered by an agent for this split/skill." I think that BCMS should be the same, so no - nothing will show in that column unless the call is handled by an agent.

Susan
"'I wish life was not so short,' he thought. 'Languages take such a time, and so do all the things one wants to know about.'"
- J. R. R. Tolkien, The Lost Road