CCC Reporter & abandoned calls 2

[cztech]

I'm a newbie to CCC, would someone make a recommendation for the best report that would show info on abandoned calls for a particular hunt group?

The hunt group in question is set to a ring type of "Longest Waiting", and is fronted by a VM Pro auto attendant, with a touch-tone to reach the group, before queuing kicks in.

I want to make sure that the call routing through the VM prompts is never considered as "answered" by the CCC - and I think that by default this is not a problem (the checkbox in reporting for each action allows you to turn this on, by default it is disabled).

Any suggestions appreciated!

 

[aarenot]

http://marketingtools.avaya.com/kno...hlight=incoming+calls+by+target+group+summary

http://marketingtools.avaya.com/kno...eporter/target/incomingcallsbytargetgroup.htm

Just my best guess.

 

[cztech]

Those look like good options. I'll play around with them today and see if they are what I need. Just reporting on 1 group, so it should be easy to find the report I need. I will not go live until today, so meaningful inbound data is not yet available.

Again my key concern, since this group/queue is being fronted by an AA, is that voicemail queue/still queued recordings are not considered by the CCC as being answered in any way.

cztech /

http://www.cztechnologies.net

 

[telecomtekperson]

Anything target group, if I remember correctly, does not include transfers. So you might be in trouble. What info do they want? I do have a custom report that shows CID, time of call and length of call before being abbandoned.

 

[cztech]

Well, the call hits a general "Thank you for calling ABC company. Press 1 for customer service...." type of auto attendant. Touch tone 1 rings this customer service group that is set to "longest waiting" agent. It will queue up after 10 seconds (play queued message) and then play the still queued message every 60 seconds thereafter.

The customer wants it to queue for like 3 days before going to voicemail.

The still queued message gives the option to break-out to leave a message in the customer service mailbox.

I need to be able to report on those that hang up whilst en queue - the abandoned callers.



cztech /

http://www.cztechnologies.net

 

[KevDBF]

Hi cztech

I use the Incoming Calls by Target group report for my call centre and the call flow is as follows:

Incoming Call Route -> Shortcode -> Voicemail Node with a "push 1 to connect to agent" -> Unconditional Forward to Hunt Group set to most idle.

I only use the queuing option and no break out but this accurately reports call volumes into the group and calls where the caller has waited in the group but hung up before being answered by an agent as LOST.

Hope this helps

Kev

 

[aarenot]

Telecom, I would like that custom report if you are willing to share?

 

[cztech]

KevDBF, thanks very much for the info, I think that is the report I'll try. The only difference is that I'm pointing my incoming call route right to a VM:module name instead of a short code. It would be easy to point at a short code instead, if you think this would make a difference in reporting.

I'll report back after I have some live data. I am also posting another thread about the ability of an agent to "back out" of a call ringing at their extension ("oops, I didn't really want to take that call").

cztech /

http://www.cztechnologies.net

 

[intrigrant]

It does not matter how the calls reach the group, the target reports only looks at the group where the calls are delivered. All data generated is for calls delivered to that group, missed calls are calls delivered to the group but not answered by a member within the group ( overflow groups are considered to be a member of the initial group ).

For cztech,
If a agent has answered a call he/she can transfer the call back into the group but it will be considered as a new call.
If a agents phone is ringing and it is a system phone then the agent can activate "DND" while ringing, the call will ring on another agents phone, for the agent pressing DND the call is then considered as "refused" and this agent will be the first one to receive a call if DND is turned off.

 

[telecomtekperson]

aarnot.

http://www.dstech1.com.

find the "service" email. Ill get that.

 

[aarenot]

Thanks much, the em is off.