Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Call abondaned problem

we get few abandoned calls which is connected to the agent less than 5s and drop. Can it be explainable? We are having Tier 2 support which handle transfered call from Tier 1 in other country via PSTN. Some time our wallboard counting abandoned calls eventhough we doesn't get the ringing on the agent phone.

4 REPLIES
Bronze

Re: Call abondaned problem

The Abandoned Call Detail Activity Report contains information about calls

that are abandoned.

1. For ICD calls, a call is abandoned if it is not answered by an agent and the caller hangs up or is disconnected.

2. For IVR calls, a call is abandoned if it does not get past the workflow step that sets the handled flag. If a call has more than one leg that is abandoned (for example, an IVR call that is processed by different applications), each abandoned leg is displayed in this report".

3. Abandoned call with an Agent Name - Means an Agent was selected, but before they could answer, the caller hung up

New Member

Re: Call abondaned problem

Are we able to configure such that the abandoned calls less than 10s is not considered?

Thank you

New Member

Re: Call abondaned problem

I would like to do this as well did you manage to find a way to do this?

Bronze

Re: Call abondaned problem

I would like this too, but have been looking and haven't found anything.

137
Views
0
Helpful
4
Replies
CreatePlease to create content