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Community Member

Historical Reporting...Abandon Calls Question

When pulling a report, what justifies an abandoned call?

Is this only when a caller hangs up while in the queue, or does this also pertain to callers who select a transfer option to route out of the queue?

THanks

1 ACCEPTED SOLUTION

Accepted Solutions

Re: Historical Reporting...Abandon Calls Question

Simple answer is only when caller hangs up while in queue.

This can be complex depending on your call flow. Transfer option to Voice Mail, or unity and hang up while unity is playing menu is not considered abandon.

Please rate accordingly thnanks,

Baseer.

8 REPLIES

Re: Historical Reporting...Abandon Calls Question

Simple answer is only when caller hangs up while in queue.

This can be complex depending on your call flow. Transfer option to Voice Mail, or unity and hang up while unity is playing menu is not considered abandon.

Please rate accordingly thnanks,

Baseer.

Community Member

Re: Historical Reporting...Abandon Calls Question

On transfers I always use a 'Contact Handled' treatment, just to make sure.

Community Member

Re: Historical Reporting...Abandon Calls Question

Hello Abdulbaseer,

But if the caller are listeing a long prompt(Play Promtp Step), this call is a abandoned call?

Regards

Re: Historical Reporting...Abandon Calls Question

If you think about it, it should not counted as abandoned. What is that long prompt was directions on how to solve their problem?

You only want to count abandoned calls when they are waiting to speak with someone and they decide to hang up due to long wait times or other reasons.

david

VIP Super Bronze

Re: Historical Reporting...Abandon Calls Question

You can account for this if you use the On Exception Goto steps carefully.

For standard IVR scenarios you add the On Exception Goto (ContactInactiveException) at the start of your script. At the destination label you add an On Exception Clear step followed by Set Contact Info to mark the contact as Handled.

For CSQ scenarios you do not include the Set Contact Info step at the destination label. That way if the contact abandons while queued they are marked accordingly.

If you have a script that includes IVR and CSQ functionality you can switch back and forth where appropriate. Here's a very rough example:

Start

On Exception Goto (ContactInactiveException) DISCONNECT_END_CLEAN

Accept

...ivr steps...

Select Resource

-Connected

--Goto END

-Queued

--On Exception Clear (ContactInactiveException)

--On Exception Goto (ContactInactiveException) DISCONNECT_END_ABANDONED

--...queued steps...

...other logic, such as closed steps...

Label: DISCONNECT_END_ABANDONED

On Exception Clear (ContactInactiveException)

Goto DISCONNECT_END_FINAL

Label: DISCONNECT_END_CLEAN

On Exception Clear (ContactInactiveException)

Set Contact Info: Handled

Goto DISCONNECT_END_FINAL

Label: DISCONNECT_END_FINAL

Disconnect

Label: END

End

Finally, if you have a script with IVR and CSQ but you only want to count the contact as abandoned until they reach a certain point in the IVR or are answered by an agent, you just add more steps at each point this decision changes. This is only two steps:

On Exception Clear (ContactInactiveException)

On Exception Goto (ContactInactiveException) NEW_LABEL

This allows you to change whether the caller is counted as abandoned or not at any point that is significant.

Re: Historical Reporting...Abandon Calls Question

Tafari,

My fellow poster Jonathan always have good and better answer.

You want to add a call handled step prior to that long prompt if that is infact a final announcment and you expect callers to hang up during or right after.

David, this applies to your situation too so its better the way cisco has gives flexibility to count as abandoned or not you controll it.

Please rate if it helps.

Thanks,

Baseer.

Community Member

Re: Historical Reporting...Abandon Calls Question

Right, thanks for your answer.

But what I need to now is: When CCX consider a call abandoned? When the caller is listening the Play prompt Step and hangs, this call is a abandoned call?

Any one have some documentations about it?

This customer not want that a call that disconnect on the play prompt step became a Abandoned call.

Thanks to all

VIP Super Bronze

Re: Historical Reporting...Abandon Calls Question

It is abandoned unless you specify otherwise with a Set Contact Info step; or, until a resource answers the call.

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