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Abandoned Calls and how it affects Service Levels
- Thread starter Ariadne
- Start date
Database item PERCENT_SERV_LVL_SPL:
Percentage of split/skill ACD calls that were answered by an agent within the predefined acceptable service level. Calls to the split/skill included abandoned calls, calls not answered, and outbound ACD calls placed by an adjunct (for example, outbound predicitive dialer). -from the Avaya CMS Supervisor Release 11 Reports manual (page 393)
We have a custom calculation to discount calls abandoned within the first 5 seconds, since calls abandoned within that time frame are usually wrong numbers and should not be (in our opinion) counted against the service level total.
Hope this helps....
Susan
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain
Percentage of split/skill ACD calls that were answered by an agent within the predefined acceptable service level. Calls to the split/skill included abandoned calls, calls not answered, and outbound ACD calls placed by an adjunct (for example, outbound predicitive dialer). -from the Avaya CMS Supervisor Release 11 Reports manual (page 393)
We have a custom calculation to discount calls abandoned within the first 5 seconds, since calls abandoned within that time frame are usually wrong numbers and should not be (in our opinion) counted against the service level total.
Hope this helps....
Susan
Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain
You may have a little control over how abandoned calls are counted. In our G3si (R8), there's a setting in "Feature-Related System Parameters" ("ch sys fea", on page 9 in R8, but page 11 or so in R10):
BCMS/VuStats Abandon Call Timer (seconds)
I think the default is 5 seconds. Many callers to our call groups just won't wait on hold. If the call isn't answered in a few seconds, they call back every 20 or 30 minutes until they get an immediate answer. They only wait on hold if it's urgent. This actually works good for them, and for the call center. But it makes the service levels look bad.
After looking at this for a few months, we bumped the timer to the maximum 10 seconds. Now, if someone stays on hold less than 10 seconds, then hangs up, the call doesn't get counted at all.
BCMS/VuStats Abandon Call Timer (seconds)
I think the default is 5 seconds. Many callers to our call groups just won't wait on hold. If the call isn't answered in a few seconds, they call back every 20 or 30 minutes until they get an immediate answer. They only wait on hold if it's urgent. This actually works good for them, and for the call center. But it makes the service levels look bad.
After looking at this for a few months, we bumped the timer to the maximum 10 seconds. Now, if someone stays on hold less than 10 seconds, then hangs up, the call doesn't get counted at all.
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