IPOCC Reports - Lost Calls Count

[arunknair82]

Hello All,
We have a customer using IPOCC Release 9.1. Customer is always complaining that there are a lot of lost calls.
1) Is it possible to find out why so much lost calls are reported?
2) If an agent make a call to another agent or a normal employee makes a call to an agent and the agent doesn't answer will it be counted as a lost call?
3) Do IPOCC report the calls that are made internally between employees ans agents, if yes can we stop it?

 

[janni78]

If you make a call to another agent it would only count as lost to that agent.
What's interesting from a CC point of view is how many lost calls you have on a topic, and that only applies to calls going through the topic.

What does reporting say regarding lost calls and wait time, that's were you start.
If customers are placed in queue for a long time they will eventually hangup.

"Trying is the first step to failure..." - Homer