AACC Reports-abandoned calls/VM messages

[nconick]

I have the following line in a script where it goes to a Callpilot application (treatment 1039) that is a menu giving the caller an option to leave a message or continue to wait for an agent. It repeats using a loop until the caller either leaves a message or it gets answered. At anytime while in the queue, they can choose to press 0 and leave the message, even if the recording isn't playing at that moment. How are those calls that go to VM counted in call center reports....? Are they counted in the number of abandoned calls? Thanks!

GIVE IVR INTERRUPTIBLE 7011 WITH TREATMENT 1039

 

[yyrkroon]

They are counted at Terminated calls, not abandoned.

 

[nconick]

Thank you yyrkroon!

 

[nconick]

I've looked in the Application Call Treatment report for terminated calls, but I don't see any. Is there another report I should be looking in? Please advise, thank you.

 

[yyrkroon]

CDN Statistics report

 

[nconick]

Thanks again yyrkroon....

 

[nconick]

I just looked at the past month CDN (route point) Statistics Report, and that report is blank. No data at all?

 

[yyrkroon]

I'm assuming the following:

Under Selection Criteria - you selected all the CDN you want and update the selection criteria? If not, the default is no CDN is selected.

 

[nconick]

Yup, I selected the proper CDN prior to running the report. I actually selected a month of data. I know they've had voicemails in that time. Thank you.

 

[yyrkroon]

look at your historical statistics and make sure you're collecting CDN statistics and the duration is set out long enough to see the data.

 

[nconick]

I was not collecting CDN stats. I checked it. Thank you very much! I really appreciate the help!

 

[nconick]

I tested it and they show as "abandoned" in the CDN (route point) Statistics Report. That sound right to you? Thanks.

 

[yyrkroon]

In the CDN Statistics report, you have offered, answered, abandoned and terminated - terminated calls are calls that were routed out of the aacc for treatment...i.e. vm, ivr, etc.

 

[nconick]

Ok, thank you.