Abandonment rate? Report by skillset? App.? 2

[jcarroll01]

I'm curious why there are no standard reports that calculate or output an abandonment rate field.

I'm trying to explain to people that calls offered isn't what they think it is and they are calculating their abandonment rate incorrectly.

Thoughts?

 

[BkMesser]

Try agent delay before abandoned report. It gives you the # of abandoned and how long the waited before they abandoned.

 

[jcarroll01]

I can get the values and calculate myself...just curious why none of the standard reports have this field as a standard output?

 

[captaingadget]

You're right, to my knowledge there's no canned report that gives %calls abandonned if that's what you are referring to. However, you could create a real time display that will do that if that's any help. Or you could write a customised Crystal report.

 

[Milesprower]

With CCMA you can use the embedded Report Creation Wizard (no longer have to get Crystal) as well.

 

[jcarroll01]

Yeah...I have built a ton of reports via Crystal and uploaded...sounds silly, but sometimes if it isn't a "Canned" report it seems to suffer a level of credibility...even if the standard reports are sometimes poorly written anyhow.

Thanks all for your help.

 

[Milesprower]

FYI - There is a % Abandoned field on the Delay to Abandonment report.

 

[jcarroll01]

Thanks!

Curiously there is another thread going on this same subject by a co-worker of mine....

In the report you pointed me to, it represents an application view...the abandoned and the answered do not add up to the offered. It is short 2 calls out of 274 offered. We are getting questions about those 2 calls and the accuracy of reporting on this level.

Anyone have insight about accounting for those calls?

Oh..and thanks for showing me a report that says it right in black and white...helps.

 

[captaingadget]

Look in the application call treatment report, you will probably find it has been routed or something like that which doesn't appear in the application performance report.

 

[Milesprower]

Captain beat me to it. Offered = Answered+Abandoned+Terminated calls. Terminated calls are not shown in the standard application report. They are broken out on the Application Call Treatment report.

Definitions of caculations used in reports are in the Historical Reports and Data Dictionary. It is an excellent reference (although a bit daunting, at first).

 

[StanleySteamer]

Also in the Historical Reports and Data Dictionary:

"Why does CallsOffered not equal CallsAnswered plus
CallsAbandoned?
A call pegs as offered in the interval when it is first processed by the Master script. It pegs as answered when the call is answered, or it pegs as abandoned when the call is released."

 

[jcarroll01]

Guys...this has all been very helpful. We are coming from an ASPECT environment and translating the Symposium "rules" has been interesting. You were dead on pointing at the application performance report. We have taken the definitions as shown in the data dictionary...and created a comprehensive report using the iApplicationStat view which holds all the fields needed.

Thanks again.