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Community Member

Call Abandonned

Can someone say me when a call is considered as abandonned in the historical report.

We've a enormous number of abandonned call in our repport, and I don't know if it's a script problem, an application problem, or agent availabiltity problem.

Is possible to have a way, to see if the call is abandonned after a terminate contact trigger, or cause the caller goes off hook, or anything else???

Thanks for your help

8 REPLIES
Silver

Re: Call Abandonned

The setting for how abandoned calls effect service levels can be found in the ICM Supervisor Guide

which may address the question of excluding abandoned calls. If the system is configured to ignore abandoned calls then any abandoned before the service level threshold are ignored.

Community Member

Re: Call Abandonned

If you think your abandon rate is too high, then it is worthwhile to check the Route Call Detail(RCD) Table Termination Call Detail(TCD). These tables hold a record for every call that comes to the system. Now you have a column in this table called Call Disposition (CD). In this column there are codes I guess from 1 - 30. Have a look at the schema help for the Table to understand wat the codes will map to. Anyway some of the mapping like code 6 or 7 relate to abandon but while with error. Make sure your CD is clean of error. If not then u have a problem and might be the reason of ur high abandon rate.

Regards,

Fahmy

Blue

Re: Call Abandonned

First of all is this IPCC Express or Enterprise?

Bronze

Re: Call Abandonned

In IPCC Express, the definition for call abandoned is -

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

For IVR calls, a call is abandoned if it does not get past the workflow step that sets the handled flag.

Community Member

Re: Call Abandonned

IF a caller presses 1 to go to the call center voicemail while in the queue is that considered abandoned?

Blue

Re: Call Abandonned

NOT if in the Redirect Step success branch you do a "Set Contact" step and mark it as handled.

Bronze

Re: Call Abandonned

Hi,

There is a known issue in this context. Take a look at the DDTS CSCdy66959- Calls dequeued from CSQ do not get tracked properly. The same is fixed in CRS 4.0

The following is from DDTS Release-Notes:

Symptom:

Historical Reporting shows Abandoned calls when redirected after being queued for a CSQ.

Condition:

This happens even when there is a Set Contact Info step that marks the contact as handled in the successful branch of the Redirect step.

Workaround:

Refer to the Real Time Reporting Stats which will correctly reflect the contacts as Dequeued.

You can view the Bug Id using the Bug tool

http://www.cisco.com/cgi-in/Support/Bugtool/home.pl.

Hope this helps.

Regards

Venkat

Community Member

Re: Call Abandonned

Well the firts and the most important thing is you need to figure out the threshold after which you treat a call as an abandon .. well if the report shows call abandon in queue essentially would imply if you had a 6 sec threshold defined ... a call after getting queued to an agent was not handled by the resource and got abandoned.

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