Need to Ignore calls which abandon < 10 seconds

[learn2shoot]

Setup:
8710/8720 server
CM 4.0.2
CMS Server 15
CMS Supervisor 16.0

I have a call center who is whining about too many abandon calls - so instead of staffing the call center more appropriately they have decided that call which abandon in less than x seconds are not calls at all because it was a wrong number anyways. Agree or disagree - my task is to find a setting somewhere which will allow these calls to be ignored all together.

I know that Phantom Abandon is not correct - because this would actually increase the number of abandoned calls. So.. how do I do this?

 

[SF0751]

We ignore all abandonded calls under 5 seconds for the same reason. Most call centers do something similar.

Step one - review your Split/Skill Call Profile settings in CMS. Adjust if necessary so you can use either the first, or the first and second interval, for your calculations.

Then modify your CMS reports. I created a new calculation (name = abandon_less5) of (ABNCALLS - ABNCALLS1) and then I use that calculation instead of the ABNCALLS calculations in the different reports.

Hope this helps - let me know if you have any questions.



Susan
You can have it all. You just can't have it all at once.

 

[learn2shoot]

You kick ass this is exactly the information I needed!!