System Daily Vs Vdn total 1

[Frootbat]

Hi

We have started using a shift management software(Q-MAX) that counts all calls from all measured VDN to predict future calls, but I have noticed a significant difference from the total VDN calls to the system Daily 150-250 calls a day whe the office has around 4000 a day

Does anyone know where the other calls could be coming from?
I figure the internal calls using hunt group extension numbers might count, but even so this shouldn't be that many, and I have checked that the Q-Max software does have all the right VDN's

 

[p26974]

The answer to this question lies in the way in which your calls are routed, and your Centres configuration, so this may not be a definitive answer.

System Daily reports Skill-level activity. VDN reporting reports VDN activity. Callers hitting your switch will be measured at VDN level (and most WFM systems will manage call volumes at VDN level). Any callers who abandon during IVR or any recorded Welcome messages will abandon prior to reaching the skill, and therefore won't show as an abandoned call at Skill level (or on System Daily reports). Thus you can be offered 4,250 calls to the switch, but your System Daily suggests you Answered 4,000 and Abandoned none. In actual fact, however, your 250 calls were abandoned in IVR.

Our Centre notes that 2% of our callers abandon before the skill. There's nothing we can do to answer those calls - irrespective of how effective the WFM is - but they have to be aware of them because at the point they connect, there is no telling whether those callers will hold out for an answer, or realise they've called a mortgage application line when all they really dialled for was a pizza.

 

[Frootbat]

Thanks for the reply

The problem is that the system totals are more than the VDN totals

Could it be that the system report has been set to record calls from the trunk groups rather than the skill level?

Forgive any stupid qiestions as I am still a relative newbie to this

 

[p26974]

It may well be in that case that QMAX is configured to look at more VDNs than are actually routed to your front-line skills (in which case it would then need to be 'told' that it is resourcing not only for the front-line, but potentially for hunt-groups, etc, as well)

Happy to have helped. We are all newbies to this at one point or other!!!

 

[p26974]

Further thought - if you are using CentreVu Supervisor as your CMS tool, you can clearly identify the VDN's which are routing to the relevant skills, if you use the Vector Configuration report.

Select:

- Commands
- Call Centre Maintenance
- Reports
- Vector Configuration

Then sort the report by 1st skill preference - scrolling to the skill preference that you are scheduling for will show you which VDN's are routed to that skill. Alternatively, you should be able to get this information from your technical people.

Who did the QMAX configuration? Was it QMAX, or did your own engineers configure it??

 

[Frootbat]

i have done checks to make sure that q-max is measuring all measured VDN's, and double checked it manully by running vdn reports for a period and totalling them and comparing to the system reports, and the system total are always 3-7% higher.

All of the Vectors (those with measured VDN's) are only routing to one skill.

The configuration was done by both q-max and the local q-max administrator

 

[p26974]

Do you operate a RONA system with your calls, or are they Forced Answer? The reason I ask is that some CMS configs result in a RONA'd call appearing to be answered twice.

One way to check is to run a Vector report for the same period, and to see if there are any 'Other Calls'. If they tally with the discrepancy between System Daily and VDN reports, this may be where the problem is.

What company are you with??

 

[Frootbat]

Not sure what a RONA is to be honest, so I imagine not, I'll try the Vector report for the other calls

as for the company, do you mean supportwise for the phone system?

 

[Frootbat]

I have checked the vector reports for the other calls and the only calls detected are the calls flowing out of the vector to a night vector.

I think I have figured it out though

I have an unmeasured VDN to a vector, during office hours this either routes to a local office, or another measured VDN that will get answered in the call centre

but out of hours the command is to route to a vector, not a measured VDN so the call would be counted by the system report but be uncounted on the vdn report, hence the difference

sound right?

 

[p26974]

That depends on how you've configured the out-of-hours VDN.

'System' Reports are skill-level based, and on this basis should only provide details on calls answered (or abandoned) at skill level. Thus any call routed back out of your centre, or to an analogue line, would feature at VDN level, but not at Skill level (as it is routed without use of a skill group). If 'Out of Hours' you have vectored so that the calls get routed to a message followed by Forced Disconnect, they wouldn't be answered at VDN level nor Skill level.

The reason I ask about RONA (Re-direct On No Answer - where a call hits an Agent, and if it's not picked up within X rings it moves to another Agent) is that some CMS reports see each re-direct as an 'Answered Call'. The Historical - Vector reports will show these calls (also seen as 'Flow Out' calls as 'Other'. Have to admit though, I'm at a loss to explain how you can answer more at Skill than at VDN....!!!

 

[Frootbat]

I am changing the vectors to route to a measured VDN on the OOH ver, rather than route direct to a vector, this way the unmeasured VDN will always route through a measured VDN so will count, I'm sure this will sort it out, I will let you know