UCCX - Abandoned calls

[Mohd Marzuki]

I realised an anomaly which occurred in the system whereby we still have abandoned calls even when the phone is not ringing.

Most of them are coming from general line e.g 1234. Could it be because it takes too long for the call from general line 1234 to be routed to CISCO?

This issue has been a daily nuisance for us. Customer complaint is also on the rise.

Any idea what to look into? im clueless to troubleshoot

Thanks

Marzuki

[Tanner Ezell]

Queue Abandon or Application Abandon? There's a very big difference between the two, and how you go about remediating abandons differ greatly.

Tanner Ezell
www.ctilogic.com

[Mohd Marzuki]

Hi Tanner Ezell,

I'm not sure what u meant by queue abandon or application abandon. is this as what i understand as below?

"Application abandon" means The callers who have dialed the Contact Center number, the IVR responded with a welcome message and eventually some pre-recorded prompts. Customers who choose to close the line at this level (they did not speak to an agent) are considered as abandoned in IVR.

As for "queue abandon", those are the callers who have heard the welcome message, and then heard pre-recorded messages, navigated in the IVR menu and selected the option to speak to an agent. The call is now transferred to the Queue. If all the agents are busy, then the caller will hear the Hold Music. If there's an available agent, the customer will speak to the agent. Customer who close the line while listening to the Hold Music are considered as abandoned in queue (or "router queue" in UCCE terminology).

[Tanner Ezell]

That's correct! If you are seeing a lot of Application abandons, then you would want to first define (with the client) what is an application abandon and what would be considered a handled call at the application level.

Likewise, for queue abandon you want to understand what is an abandon. If a user for instance selects to leave a voicemail while in the logic to wait for an agent, would you consider that call handled or abandoned? Marking the call as such.

Tanner Ezell
www.ctilogic.com