Drilling Down On Abandoned Calls 2

[russoken]

Using Avaya IP Agent, Cisco IP Phones, CMS Supervisor 15.
We have abandoned calls that aren't really abandoned calls. A call will come in to our system, ring for a fraction of a second and dissapear but it will register as abandoned without our operators having the chance to answer. Is there a way to identify these with CMS Supervisor reporting? Could it be a configuration issue? Thank you

 

[montyzummer]

you really need to run a trace first in asa to trace the calls and see what is causing the cleardown , before going forward on this ( i appreciate this will be time consuming but really is needed to find out what is going on or you could end up chasing your tail here)

APSS (SME)
ACSS (SME)

 

[Stinney]

In CMS reporting the data item ABNCALLS is all abandoned calls regardless of time. The moment it queues to a skill and rings on a phone, if the caller hangs up before the agent can answer it, the call is considered abandoned in this field. (This also includes time while a whisper plays if you are using them).

Until the call is completely connected to an agent it will consider it abandoned.

If you need to ignore calls abandoned less than a specific amount of time, say anything less than 10 seconds, then you need to add Skill Call Profile parameters in CMS. This is in the Call Center Administration, Split/Skill Call Profile settings.

If you wanted to subtract calls 10 seconds or less in duration from abandoned calls, you need to enter the skill name or number, an acceptable service level (this doesn't effect the abandonment calculation) and then enter numbers in the INC1 through INC10 fields. To use 10 seconds or less, then in INC1 you would enter 10, then you can enter increasing amounts in the other INC fieds, say 20, 30, 60, 90, 120, etc.

These fields translate into the data items ABNCALLS1 through ABNCALLS10.

You need to modify your report so that the calculation for abandoned calls is ABNCALLS-ABNCALLS1 to subtract the calls that abandon 10 seconds or less.



- Stinney

Quoting only proves you know how to cut and paste.

 

[russoken]

I'm sorry, does the "service level" get entered as a percentage?

 

[Stinney]

Service level is acceptable number of seconds to answer a call and is a whole number.

This will be reflected in a skill report as the % of calls answered withing the service level.

- Stinney

Quoting only proves you know how to cut and paste.