Abandon Call reports in the CMS

[Phonetech]

Is it possable to change the abandon threshold in the CMS so that the CMS will not consider an abandon call abandon, unless the call is queued for at least 30 seconds?

One of my main vectors in my system plays an announcement which provides company information. The call queues just after this announcement. Many callers are getting the information they needed from the announcement, but then disconnecting just a few seconds after being queued.

This makes it difficult to determine how many calls were abandon due to long hold times.

Any suggestions would be appreciated.

 

[BIS]

Well, an abandon will always be an abandon unless I am totally wrong. You can however set different increments so you can report on when a call was abandoned. Take a look in CenteVu Supervisor at Call Center Administration >> VDN Call Profile Setup. You can then differentiate between the calls if you run a report like "Historical">>Split/Skill>>Call Profile Daily. Hope this helps.

 

[def1]

Another approach that can be used in tandem with the VDN Call Profile, is route to a second VDN (probably non-DDI)after the announcement step in the first vector. Then use the second VDN as the source of the stats relating to the operations of the call taking team.

Cheers.