how to check for abandoned call on an agent

[noside12000]

Hi everyone,

Good day, I'd just like to ask if there's a report in CMS to check in a specific agent has an abandoned call or not...

Thank you all!

 

[Stinney]

Unless you have RONA active, it would be difficult to know. Higher ring time than normal for an agent could indicate this, but only if the person waited a long time listening to ring.

RONA is your best bet to know if an agent is not answering calls.


- Stinney
"Scire ubi aliquid invenire possis, ea demum maxima pars eruditionis est"

"To know where to find anything is, after all, the greatest part of education"

 

[BIS]

Maybe I am dense, but an abandoned call is a call that was abandoned while in queue isn't it? How would an agent get an abandoned call? Do you perhaps mean something else?

 

[noside12000]

@Stinney, Yeah I checked the agent with our RONA report and found none. I checked the Ave. Ring Time for the past week and it seems to be normal.

@BIS, agent would have the call on his queue (station ringing set on agent login ID) and then for some reason, the was cancelled by the caller.

Thanks all...