CCMWeb report question - list of all inbound calls, weeding out callbacks for true metric

[DDC_JB]

Thanks in advance for the help!

I am trying to get a true abandonment rate for my team. If we receive 500 calls in a day and 100 drop, that is a 20% abandonment rate. If 50/100 were people who actually called back and we were able to service them, I can capture the metric a different way in support of the work the team is actually doing. All calls hit an IVR system, so there is a connection made between the caller and our phone system.

Is there such a report in CCMWeb? Something I can sort manually, or export out to a spreadsheet?

Regards,
JB

 

[AlphaMann]

Call backs are not considered abandoned calls. They are interflowed. So in the report if you have 500, 50 abandoned and 50 interflowed, it will show 400 answered but 100 is not your abandoned rate.
The other thing to consider is how many are short abandoned vs long. This is a setting on your Q's in YSE. Short abandoned could be discounted if the timer is short enough.

Either way usually you will have to adapt the information from a report that you are looking at.

Finally are you using the actual call back service or are people going to a mailbox?
If it is the MiCC callback service do those calls go into a separate Q?
If not trying to dissect your actual call numbers are a nightmare (basically a manual combination of many reports to get you in the general direction). I would create a proper callback Q so you have proper reporting.

 

[Billz66]

hey alpha i think he is saying that some of the people that call in give up (hang up) = abandoned

then later they call back in and get answered (2 totally seperate calls , not an ivr callback

If I never did anything I'd never done before , I'd never do anything.....

 

[DDC_JB]

Thanks for the replies on this topic--

If we cannot get to a call and they hang up we consider it an abandoned call, and we do have short/long abandon. I can see the metric of "we were unable to service each caller on their first call" but I would also like to see "we were unable to service each customer and didn't get a second chance (or more)". They tell different stories, with the first being embarrassing and the second equating to pure missed opportunities. If we can impact the first we impact the second, but I want to paint the full picture.

I can pull the data manually, and it is cumbersome, and that is the reason for the hopeful post about an existing report I haven't seen...

Cheers--

 

[AlphaMann]

I see what you are saying now. As of right now I can't think of a pre-built report.
Coming out sometime in the next year MiCC 9.X will have reporting on cases. If the customer uses IVR and Web Ignite it connects the 2 calls to the same ticket if calling from the same ANI and within a set amount of time.

ANI reporting obviously isn't great but instead of you having to do it manually this may help. As for right now, you just as is.

Thanks,