×
INTELLIGENT WORK FORUMS
FOR COMPUTER PROFESSIONALS

Contact US

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

Abandon Call reports in the CMS

Abandon Call reports in the CMS

Abandon Call reports in the CMS

(OP)
Is it possable to change the abandon threshold in the CMS so that the CMS will not consider an abandon call abandon, unless the call is queued for at least 30 seconds?  

One of my main vectors in my system plays an announcement which provides company information. The call queues just after this announcement. Many callers are getting the information they needed from the announcement, but then disconnecting just a few seconds after being queued.

This makes it difficult to determine how many calls were abandon due to long hold times.

Any suggestions would be appreciated.

RE: Abandon Call reports in the CMS

Well, an abandon will always be an abandon unless I am totally wrong. You can however set different increments so you can report on when a call was abandoned. Take a look in CenteVu Supervisor at Call Center Administration >> VDN Call Profile Setup. You can then differentiate between the calls if you run a report like "Historical">>Split/Skill>>Call Profile Daily. Hope this helps.

RE: Abandon Call reports in the CMS

Another approach that can be used in tandem with the VDN Call Profile, is route to a second VDN (probably non-DDI)after the announcement step in the first vector. Then use the second VDN as the source of the stats relating to the operations of the call taking team.

Cheers.

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login


Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close