CMS After Hours Abandonment

[Realign]

Site Info: G3SI V11 Intuity MAP5 CMS V6
Good Afternoon All. I was wondering if anyone could help me once again. I currently have a particular call center which CMS is reporting after hours abandoned calls which is causing concern. I have reviewed the posts for abandoned calls, however nothing has been related. Here is the problem:

5:30- 6:00PM 9:16 0 1 9:16 0 0 0
6:00- 6:30PM 0 0 :00 0 0 0 ^
6:30- 7:00PM 8:59 0 1 8:59 0 0 0

My concern is there are 2 calls after hours with an average of 9 minutes. At 1700, the time of day vectoring directs calls to vector 90 which is as follows:

01 announcement 4851
02 route-to number 919786892113 with cov y if unconditionally
03 stop
04

Could it be possible that the calls are being fowarded to an answering service, however CMS is reporting them as abandonded? I have a hard time thinking someone was actually on hold for that amount of time, then decided to hang up. All agents were logged out at 1700, and when I make test calls, I am not on hold for a minute before being fowarded. Has anyone experinced this, or is there any information which can be provided to assist? Your time and efforts are greatly appreciated.

 

[eclemente]

try doing a list usage hunt xx. see if there are extensions that forwards directly to your hunt group. if your vector does not allow calls to flow into the split at 1700 then its posible that callers are getting directed to the hunt group from another source. just a thought.


Edgar Clemente

 

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Excellent idea, and it would make sense, however when performing a “list call-forwarding” none of my stations are forwarded directly to that split. So I gave it another day, and this morning when I ran the report again, there was 1 abandoned call between 2130 and 2200. This call only lasted for 1:50. So I am confused because none of the other splits show any calls once the time of day vectoring hits. I have done a one to one compare and there is nothing different between them. Please review the following:

CMS Abandonded call:
9:30-10:00PM 1:50 0

Vector for Hunt Group 5:
01 goto vector 75 if holiday in table 5
02 wait-time 2 secs hearing ringback
03 goto step 10 if staffed-agents in split 15 > 0
04 goto vector 90 if time-of-day is all 17:00 to all 08:28
05 goto vector 90 if time-of-day is fri 17:00 to mon 08:28
06 queue-to split 5 pri m
07 stop
08
09
10 disconnect after announcement 4807
11 stop

Any further suggestions would be greatly appreciated.

 

[jfh9219]

You refer to a CMS report, but do not identify the skill/hunt group that you are reporting on. This is the hunt group that eclemente wants you to do a "list usage hunt xx" for.

If that does not give you a lead, try "disp events" and specify vectors. This may show you a problem with one of your steps.

You could also look at CMS Call Detail reports and see some of the cradle to grave info on the abandoned call. There's alot of data presented but if you export the report and specify to include the headers you can open the output file with Excel and look at the data pretty easily.

 

[RGarcia87]

It's possible your agents are logging off while calls are in queue before 17:00.

 

[Coineandude]

you could also try list usage extension xxxx where xxxx is the extension for your split 5.

looking at this and your hunt usage should give you something to trace back.

if your agents were logging out with call in queue, then all of your abandons would be in the 5pm period. that is not your issue here.

your vector looks ok so i would guess there is another vector queueing calls to this split or, as was previously suggested, something forwarding to the hunt/split extension.

next question.. is the report you are looking at a split/skill report? a vector report? a vdn report?
i am assuming this is a split/skill report. run a vector report for the same intervals and see if there is traffic on this vector, and if not, query for other vectors for the interval in question to find the one queuing calls to this split. try the same with vdn reports.

another question might be.. does your answering service actually get calls after hours? did you do your test call after hours through the same path a customer would follow? or did you just test dial the forward number? i doubt this is the culprit, but i include it to be thorough.

happy hunting (so to speak)

 

[Realign]

Good Morning All. Thank you for your replies. The hunt group in question is hunt group 5. The CMS reports the Supervisor for this department is running is the Split/Skill – Summary – Interval. This is the report which shows these calls after hours with a length of time. This department is configured a little differently. The calls actually come into Customer Service, and then after certain information is recorded, the call is forwarded directly to an extension. If this individual is not available, the call then looks at the hunt group via the assigned coverage path. And while typing, I think the culprit may have stuck. (isn’t that always the case?) All extensions for hunt group 5 are assigned coverage path 50. This coverage path has only one entry which is h5. So if thinking this through, if a call comes in after hours, and is directed to an extension, then it will just ring, ring, ring, while directed through the coverage path as there is no one there. What I am thinking, is to remove the h5 entry in coverage path 50, and add the VDN directing to hunt group 5. This would look at the call via the vector which in turn would incorporate the time of day routing. What do you think? Could this be the problem? At least this would give a call a second chance to look at the time of day.

 

[Coineandude]

Sounds like you nailed it. The cover to hunt bypasses your vector routing completely.

The funny (ish) part is that a customer actually listened to ringback for 9 minutes. eek!