Abandoned Calls before we open 2

[Trevatwork]

Hi

We open at 8 am, when i look at the realtime report at 8 am i am showing calls abandoned between 7:45 am and 8 am when the lines open, the intervals are set like this:

Data Collection Interval: 24:00
One of the intervals starts at: 8 : 00 (today)

How do i stop seeing these abandoned calls before 8 am?


Thanks


Trevor

 

[yyrkroon]

you're collecting data for 24 hrs, so if a customer calls in before you actually open and hang up...you're going to get the abandon.

change your collection interval

 

[captaingadget]

I may be wrong here but I thought that the data collection interval configuration only relates to historical stats not real time stats, in which case changing it wont make any difference. Try it, but be aware that it is a global setting so it will affect any queues that require 24 reporting.

 

[Jamiepockets]

A work around this I have had to do is to front end the calls with Callpilot and a TOD (time of day schedule) so the ou of hour calls don't actually hit the SCCS / CC6 server. But your thoughts were the same as mine, why show the abandonned calls when the call center is close ??? Answer was to see if you need to open your call center earlier !!!! if your loosing calls, your loosing business as well.

 

[captaingadget]

Another thought....what happens to the calls when the call centre is closed?

If they are given a message that it is closed, then follow the announcement with a "DISCONNECT" command. This will not then not show as abandonned. It will show if they abandon during the announcement however.

 

[Milesprower]

The Real Time Display can be set up as Interval-To-Date or Ten-Minute-Moving window. With Web Client and CCMA, the default is 10 Ten-Minute-Moving. With classic client the application display default is Interval-To-Date.

As you have set your real time interval to run 24 hours and start @ 8:00, verify that your display is Interval-To-Date and not 10 Ten-Minute-Moving window.

As mentioned above, there are also many scripting approaches to direct calls before opening time to a different script so that they are not counted in reports or pegged on real time displays.