CMS Custom Report - Change abandoned times

[taylorjr]

Using an old (old) version of CMS - and I would like to edit an existing custom report. I copied one that has a threshold of 10 seconds for abandoned calls....I would to change abandoned from 10 to 15 seconds...just not sure exactly how.

Avg
Abandoned
Time

1xxxx
0vvvv

 

[Stinney]

I'm assuming you are talking about skill abandonment. You have to look up your Skill Call Profiles first to determine if there is one set up that already has 15 seconds set up as a threshold. Check this in CMS by viewing Call Center Administration and Split/Skill Call Profile Setup.

CMS provides thresholds for abandoned calls each one is a data item in CMS. ABNCALLS is the default and is all calls abandoned. Then you can subtract calls from that total. The thresholds are ABNCALLS1 to ABNCALLS9.

Also, call profiles are not retroactive. They only take effect at the point they are set up, moving forward. You can't add it for historical data.

- Stinney

Quoting only proves you know how to cut and paste.