CMS: Cause of Abandonded Calls

[Boulevard999]

Hi All,

Please bear with me as I am relatively new to my role here. But I was just asked to try and run a report to determine why a number of calls appeared as abandoned in our customer service dept. How could I determine the root cause? Is that a CMS function?, something I can trace out in the CM? Would there be some report that I could run that would provide some error code? Or is there some extra proactive investigation work involved?

Any help or direction would be fantastic!

Thank you!

 

[coolwhisper]

Abandoned calls are usually because of long hold times. You can run summary interval or summary daily (historical) to see what the max delay and average abandon stats look like. Definitions are easy to get by right-clicking in the report body and selecting Help.

 

[Boulevard999]

Thank you! That is actually a great help! Starts me off on gaining a better understanding of this platform..