Abandons and scripting time

[larken]

Hello,
Wondering if you have any suggestions for the following...

Calls are asked to terminate if they happened to call the wrong
number. If the call is legit. it is forwarded to the appropriate
queue. The problem lies in the the abandon count. It is counting the
number that were asked to terminate as part of the abandon rate. The
TSF is calculated using a threshold of the length of the message + the
20 second wait threshold.

Since the TSF and the abandon fields use this threshold, either the
TSF will be off, or we are left just counting abandons after the
threshold. And it still doesn't determine how many were during the
scripting.

1) Do you use the threshold in the same manner to accomodate different
scripting times?

2) Do you have all the scripting during the Master Script or do you
have it on the application level as well?

3) How do you count the abandon rates? Is industry standard before
threshold or after?

4) Do you know of a way to grab configuration data in crystal to use
in formulas of our own?

Thanks so much and I look forward to hearing your feedback.

 

[pdulfo]

I have been suffering the same. My solution has been to split it more applications. All my master script does now is to get the CDN and direct to the application. Amazingly I still get some abandons in master script but at least I know that these are people who realise before any message that they have dialled wrong.

I have found by splitting the apps down I can target closer what is causing the abandons. And more often than not it is the length of the welcome / instruction messages. Since starting to look at abandon rates at the skillset level I am seeing abandon rates of .1% - .5% for our busiest skill set. Overall abandon rates is closer to 10%. Shows how impatient people are when it comes to IVR.

 

[Sympology]

1)You can have multiple thresholds set up so you can specify the level it kicks in at. e.g one script it's 20 seconds, another 30 seconds..

2)I prefer application level as it has more control over each area (as previous person stated.


3)After, for us anyway..

4) see thread959-744666 it's for excel, but give what you need.

Stu..