Abandoned Call Inquiries

[DavidNe]

I am new to symposium reporting (it just landed in my lap as a responsibility) and would really appreciate some assistance / guidance with the following questions in which upper management would like an answer to.

Currently my sympoosium version is 3.00 (Build 3.01.21)
which I am pretty sure has been retired but not sure.

Within the symposium reports with regards to abandoned calls, what would be the condition for a call to be reported as an abandoned call?

If an agent receives a call and hits the “Not Ready” key and goes to another agent would this be considered as an abandoned call?

If a call gets transferred out of the Q after a certain amount of rings would this be considered as an abandoned call?

Would there be any other circumstances where a call would be treated as an abandoned call?

Thank you all for this site it is "the perfect" resource for information

Any comments would be greatly appreciated

 

[jaschil]

An abandoned call is reported when the caller disconnects.
You can set your threshold to determine if the caller just help too long or possibly got the wrong number, dept. etc.
If an agent presses the NRD key when the call is ringing in, then the call will be presented to the next agent and it will peg on the Agent Performance Report as returned to queue. This column is on the far right side of the report.
For the last question, a call will not ring unless it is being presented or you have given the GIVE RINGBACK treatment. If a call is presented to an agent (ringing) and they fail to answer, it will not be an abandoned call. It will move to the next agent. This will also be reported on the same report in a column next to the other I described.

Hope this helps.

 

[lretrievers]

An abandoned call is when the caller terminates the call while waiting to be answered. If the agent does something to the call or transfers it, it is not considered an abandoned call.

 

[DavidNe]

Thanks very much for the responses.

Cheers

 

[sandyml]

Do you have a Symposium, or a Symposium Express?

 

[DavidNe]

Nortel SMI Symposium Call Center Server

It doesn't say anything about "express