CMS Average Abandon Time

[jpaul2407]

Internal helpdesk is wanting to exclude abandon calls less than 30 seconds. Currently I have the Call Profile buckets set correctly with the first bucket set as 30 seconds for ABNCALLS1. I also need to exclude the Abandon time in bucket 1 for Avg Time to Abandon. The CMS database has ANSCONNTIME1 thru 10 but I cannot find the appropriate db item for ABNTIME1 etc. Any suggestions to exclude ABNTIME1 for calculating avg_aban_time?

 

[SF0751]

Since the normal calculation for AVG_ABANDON_TIME ABNTIME/ABNCALLS, use ABNTIME/(ABNCALLS - ABNCALLS1) for your modified calculation.

Susan
You can have it all. You just can't have it all at once.

 

[jpaul2407]

ABNTIME/(ABNCALLS - ABNCALLS1)

The above calculation is utilizing ABNTIME which is total time for all ABNCALLS. This calculation would inflat Avg Aban Time. I need to exclude ABNTIME in the first bucket.

 

[SF0751]

Sorry, I missed that. What database are you using (split, agent, etc)?

Susan
You can have it all. You just can't have it all at once.

 

[jpaul2407]

Thanks Susan - I'm looking at Split data. This a one off request for our internal HelpDesk. Typically, 50 percent of calls abandon is less than 30 seconds. Of course, our own employees are not patient. Thanks