Calls Offered and Abandoned outside of Business Hours

[charlise]

Hello,
I'm new to Symposium, and I've noticed after looking at some of the Application Performance Interval Reports that calls are being considered Offered and Abandoned during non-business hours. This of course is over-inflating the abandonment rate. Does anyone know why this is happening and how to fix it?

 

[fonchick]

Hi charlise,

Is there a certain application that this occurs with? Typically after hours, calls will be pegged as offered on an application if there is not any screening by hours/days on the master script. Are you sure these aren't being pegged as "Terminate". Terminate is when Symposium sends the call somewhere else. For instance, a lot of my scripts have a business hour/day check. If it outside that parameter, then the call goes to voicemail. when this occurs, the call pegs as Terminated b/c the call was not completed inside Symposium.

If in fact the call is abandoning, is the call queueing after hours? Is there any check in Symposium for hours of operations. If so, what happens to the call if outside those hours? Is there any checks being done if the skillset is out of service? If so, what happens to those calls. If you would like to paste in a script, I would be happy to look at it.

Fonchick

 

[charlise]

Hi fonchick. Thanks for responding.
Because I'm new to Symposium I'm not exactly sure if there is a check for hours of operation. If so, where would this be? Also I know there are after hours scripts for each skillset. Here is an example and the others follow a similar format:

IF NOT OUT OF SERVICE CS_DRH_after_hours THEN
QUEUE TO SKILLSET CS_DRH_after_hours WITH PRIORITY 1
WAIT 2
ELSE
EXECUTE Not_Available
END IF


Section Not_Available

OPEN VOICE SESSION 6000
PLAY PROMPT VOICE SEGMENT CS_NOT_AVAIL_MSG2
END VOICE SESSION
WAIT 4
DISCONNECT

Do you see any problems? I appreciate your help.

 

[fonchick]

Good Afternoon,

This will work wonderfully IF all your agents log out each night. If there are agents who forget to log out then depending on call presentation, the calls will be forced to the phoneset or the calls will ring to an agent or if an agent goes into not ready instead of logs out, the calls will queue and then abandon.

Here is an example of day and time check:
IF (DAY OF WEEK = Sales_Days AND TIME OF DAY = Sales_Hours)
OR (DAY OF WEEK = Sales_Days2 AND TIME OF DAY = Sales_Hours2)
THEN EXECUTE BUSINESS_HOURS
ELSE ROUTE CALL VMail
END IF

The script variables indicate the days and times.

With the section Not available, the calls will peg as terminate as explained in my previous post. In your application performance report (pull an interval one) what is the abandon delay field showing for the intervals that you are closed. Are the calls pegging in the abandon field. If so, then I would think that there are agents that are not logging out. If the calls are pegging as offered on the report, but not pegging as abandoned or answered then the calls are getting the correct treatment of receiving the message and disconnecting.

Fonchick

 

[Supernn]

If it's not in this application, check the Master_Script.
If you do not want to have calls offered outside office hours affect your total calls offered you might want to place the "OOS-check" in your Master-Script.

If you replace the "EXECUTE BUSINESS_HOURS" as mentioned in the example from "fonchick" by a new application like
IF (DAY OF WEEK = Sales_Days AND TIME OF DAY = Sales_Hours)
OR (DAY OF WEEK = Sales_Days2 AND TIME OF DAY = Sales_Hours2) THEN
EXECUTE BUSINESS_HOURS
ELSE EXECUTE SCRIPT Sales_Closed_App
END IF)

The newly created Sales_Closed_App should look like this:
EXECUTE VMail

[red]Be aware that activating the Master_Script causes a heavy load on your server and is advised to do in low traffic hours.[/red]

If you do it like this, your total calls offered to this application will be all offered calls within office hours and the calls offered to the Sales_Closed_App are all calls offered outside office hours.