Calls abandoned on Symposium

[turtlezzz]

We're running Symposium 5.0 and when running a Real Time Display report "Standard Application Display" report. It is
showing 130 abandoned calls which is high.

Call volume is the same is other days approx. 400 calls with about 20 calls abandoned average....

Any suggestions? Any post is greatly appreciated.

 

[johnjose]

Didn’t you make some scripting changes in your application ?
Could be caused by inserting some new announcement for callers etc. I suppose the number of related Agents logged in is stable.
You should also check history stats. Especially Application Delay Before Abandon can give you the picture what could be wrong.

jj

 

[Sympology]

Check you event viewer for any VSM failures. It may be people are hearing silence and presuming they have been cut of.
Not sure on 5, but on 4 also check that script varibles pointing to Voice files match EXACTLY i.e

English:Messages:5 may work but
English:messages:5 won't
It will get validated as the varible exists. I doesn't check if it's any good.

Stu..

Only the truly stupid believe they know everything.
Stu.. 2004

 

[turtlezzz]

I will check event viewer. No scripting changes have been made.

thanks both