Fudging CMS Numbers On Abandons?

[Turtlepuke]

I have a customer who doesn't like their abandon numbers and doesn't think they're fair. They said that some organizations allow a 5 second leeway on what is considered an abandon.

Whether or not I agree with them, is there even a means to modify the reporting in CMS to allow for this?
And could it be done on a skill by skill basis?

Thanks!

 

[avayaguy23]

easier to just do it in excel....

 

[phoneguy55]

Thats what the call profile daily/weekly/monthly are used for. Reports -> Historical -> Split/Skill -> Call profile. Just be sure to setup split/skill call profile setup under operations.

 

[Stinney]

phoneguy55 is correct and you need to change the call profiles to set this timer.

It makes sense for abandonments to have a set amount of time to consider it abandoned in the skill at least 5 seconds if the agents aren't setup for auto-answer.

Consider this, if the agents are not setup for auto-answer, a single ring on their phone is going to be 4-5 seconds, if the caller didn't wait in queue because an agent was available, the call routes immediately to an agent, then the caller abandons the call during the first ring on the agent's phone. That caller didn't give the call even enough time to finish a single ring to the agent before it was answered. Ring time does count towards abandon time in addition to the queue time, also any whisper announcements to the agent will count towards queue time.

I had a company that actually would remove calls less than 30 seconds because their SLA with their client was to answer a call within 30 seconds. If the caller didn't stay on the line at least 30 seconds for them to answer the call, then they didn't consider it an issue/abandon because the caller didn't stay on the line long enough for it to be answered within their 30 second SLA.




- 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

 

[Turtlepuke]

Thanks for the info guys. So realistically, what would be the steps in the process to get skill X to not count any abandons of 5 seconds or less?
I understand that you set something up in the Call Profile. But how do you tell the report to discard those <5 sec abandons?


Really appreciate your time!

 

[Stinney]

Profiles are setup in Call Center Administration | Split/Skill Call Profile Setup.

Take a look at this starting on page 44 to help you set it up.

https://downloads.avaya.com/elmodocs2/contact_center/r3v11/210505_1/210505_1.pdf

Then you can run Split/Skill Call Profile reports in the Historical section of reporting.

If they want reports that show or remove the abandoned calls 5 seconds or less, you'll have to create custom skill reports.

I attached a picture that shows the standard Split/Skill Call Profile Daily reports, it will show abandoned calls in each of the levels set.

The other 2 below are custom reports that I added the ABNCALLS1 data item to show how many were abandoned 10 seconds or less for that skill and then a custom report that actually removes them from the total abandon by setting the data item as sum(dsplit.ABNCALLS)-sum(dsplit.ABNCALLS1).

If you need help building custom reports I can try to help you out.



- 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

 

[Turtlepuke]

Thank you, Stinney!!!