CMS ECHI - Aban call with ANSLOGIN

[mateo99]

I have

on ECH, we have discovered calls with disposition 3 (abandoned) asn in the ANSLOGIN field an extension of an agent. Is this posible? An answered called marked as abandoned? here is a sample data.


CALLID / SEGSTART / SEGSTOP / ANSLOGIN /DISPSPLIT
109595526 /2017-05-12 09:10:23.000 / 2017-05-12 09:10:29.000 /28671 / 937

Thanks!

 

[mateo99]

btw, both Agent ID and extension is in Auto Answer: acd

 

[kyle555]

Can't remember where the setting is, but yes, that is absolutely possible. Calls under a certain time are treated as abandons as to not skew Avg handle time.

So, someone's flushing that call 6 seconds after it was answered. Got the fancy agent trace running on the person? Or a stat of 'caller' or 'agent' disconnected?

 

[mateo99]

Thanks for the respond, regarding the AGT_RELEASED, call was disconnected from the caller side so not sure if agent is dropping the call, btw VDN has VOA.

 

[kyle555]

As a one off, anything's possible. As a lazy call center agent once upon a time, I would call the queue when I was next up, leave me the agent and me the caller muted for about Avg handle time and go back to doing my anthropology homework. They thought call recording was inexplicably broken just for me.

I work in telecom now

 

[mateo99]

Thanks for you inputs Sir, appreciate your responses.

 

[Stinney]

A call while it is playing a VOA is considered ringing. So the call has not actually been delivered to the agent until the VOA is done playing. So if the caller hangs up before the VOA is done playing and delivered to the agent it is considered abandoned.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[mateo99]

Weird thing is it was still tagged as abandoned at the same time the ECH report has ANSLOGIN value which means the call reached an agent.