Trying to understand how Avaya IP office calculates abandon calls

[nbourdon]

Trying to understand how IP office calculates abandon calls. Reports show abandon rats of 17% - 33%. If this was true, we feel we would hear this from our clientel regrading excessive wait time, etc. Nothing major. How can we better understand this number to better manage it and maybe decrease it. Can anyone shed some light on this confusing issue.

thanks - nbourdon

 

[CiCiNL]

Do you mean lost clls? What type of hunt group are you using?
When a call comes in to an agent/group and the ringing agent does not answer the call and it hunts or overflows to another agent, group or voicemail it is considered unanswered thus lost to that extension/huntgroup number. Could this be the case at your site?

 

[crashtest1000]

1. Tell us which report you are looking at.
2. Are you report on a hunt group or ddi
3. if hunt group is it a hunt group ring group or most idle group
4. Ist it a group on its own or has it go overflow groups.
5. Do calls ring at group members on DDIS and then goto voice mail.

All these things and about 10 other things I cannot think of can effect the ccc reports make sure you call flows a simple and there are not to many ways for calls to get to the group or agents.

 

[nbourdon]

knIPOog

Yes - I means 'lost calls' - call center management refer to them as abandon - probably a holdover term from a previous platform. We are using a 'most idle' hunt group. If an agent is not ready when a call is presented even though her wrap-up time has expired, she will not pick up a presented call. It goes back into the queue and is presented to the next available agent. We definitely have seen that scenario. Could that be impacting our 'lost call' counter?

 

[nbourdon]

crashtest1000

Management is using the Incoming calls by Target Group report - We pull reports based on a hunt group. Our hunt group is a 'most idle' group. There is no overflow group - each group is on it's own. Calls do not ring in from DDI's nor do they go to voicemail.

HTH

 

[crashtest1000]

Each time a call is presented to an agent and it rings no reply then goes some were else it is classed lost call (abandoned).

Do a couple tests after hours while thigs are quite and run these reports make a call that goes back to the queuwe then rerun the report you will see what I mean.

It may pay to look how a agent controls their phone when hey are not ready.

 

[CiCiNL]

Yes, nbourdon that could be the case. Like crashtest1000 and I said in earlier posts; when a call is not answered by an agent and is presented to another agent, it's a lost call on the first agent.

Do agents use busy n/a, wrap up, logoff when they leave there desk?

 

[KevDBF]

Hi There
I run a call centre and have the same problem!

The only report I could get to sort this out was a modified (by myself) Incoming DDI Summary.

This shows the "lost calls" as you described as per the normal report BUT I included a table at the bottom which just shows the calls that were abandoned from the hunt group and their DDI.

This means that you could see what abandoned calls you have per DDI (in my case this is per campaign).

You then add this report into CCC as a custom report to use.

 

[nbourdon]

crashtest1000 & knIPOog

We currently have wrap up time set to 20 seconds for all agents. Agents leaving their desks have been requested to hunt group disable to leave the group. I understand from another post the it may be possible to program a button that will provide an agent additional time if their pre-configured wrap-up time is not sufficient. Is that a shortcode? If so, which one is it? thanks

 

[Morrack]

The button you want is HuntgroupEnable. It should normally be lit for agents to receive calls, and I always lable it "Ready". They press it (turning it off) if they need a longer pause between calls.



Peter Sherwood

Morrack Consulting

http://www.morrack.com

 

[intrigrant]

Calls ringing on a agent phone wich are not answered by the agent (ring time-out) are not lost calls, these are refused calls.
Group reports are there for performance checks of individual agents or a group of agents, statistics of agents are logged in the highest numbered group were the agents are a member of.
There can be a lot of reasons why calls show up as lost in the group reports :
Calls answered by agents who are not in the reporting group
Overflow of calls to non-agent or groups
Call pickup by users
Intercepts by the VM during queue messages
and i'm sure there can be a lot more scenarios giving lost calls in these reports

Real lost calls reporting must be done with the pilot or DDI reports. These reports display the real number of not answered ( = lost ) calls.

 

[CiCiNL]

You are right intrigant about the refused calls. Its the same as on an INDeX. How stupid of me!