Dead air & abandons

[Bito]

We have calls that are being transferred in from an external client. Calls are routed to us via one toll free the call enters symposium and queues to one skillset. Sometimes when the agent answers the call the call immediatly is gone. I think they are being logged as abandons and the dnis report shows about %22-%26 percent abandons.

When testing i noticed if the agent hung before me the call would requeue to another agent. If the call is requeued and the caller hangs up before the 2nd agent picks up; how would that show on a report? requue? abandon? Can i stop calls from requeing like this?

Also, we have other inbound groups and no one else is experiencing these issues.

thanks a bunch,

bito

 

[johnpoole]

you'll need to address that with a script that handles that call in a cleaner fashion. it should show up as both, it is requued, (is that a word) and as abandoned..

john poole
bellsouth business
columbia,sc