Abandoned calls on ACD

[speckledhen]

Hi
I have a customer who is having 25% aban calls to his ACD set up.
So far have not been able to prove or locate the problem.
Only seemed to have been happening since upgrade to 4.5.
Anyone know of any patches or known problems with this set up?
Thanks

 

[PERRYPJ]

DO THE REPORTS SHOW 25% ABANDONED RATE

OLD ROLMEN WORKING ON NORTELS

 

[speckledhen]

No, on the hard copy print it shows that on a particular day there were aprox 530 presented and around 106 abandoned calls.
I have checked that no one is logged in and not at there desk.
It is only a small call centre (approx 10 agents)
just not sure where the calls are going to.
Next course of action was for me to hit them with lots of calls and see if I get a failure.

 

[jamie2]

What is the average wait times? How do you know they are not true abandons?

 

[PERRYPJ]

ABANDONED MEANS THAT IT WAS NEVER PRESENTED TO AN AGENT, THEY CALL TERMINATED WHILE IA THE ACD Q. HAVE YOU CHECKED TO SEE IF THE RAN ROUTES AND THE MOH IS WORKING CORRECTLY

OLD ROLMEN WORKING ON NORTELS