Report for Abandoned Calls in Queue? 2

[mikem265]

Using an Option 11 and Symposium 4.2. Did some script changes whereas our call center was tracking abandon calls in an application, now they want to track calls that get abandoned when they are queued and waiting for an agent. What is needed is to separate when callers are abandoned in voice prompts then waiting in the queue listening to music on hold.

Is there a report for tracking abandoned calls in queue?

I looked at the Skill Performance Historical report but that does not show abandoned calls. Thanks for any suggestions....

 

[scubaboy]

There are a couple of options. If your callers hear non-interactive greetings before being queued, then you can count only those calls abandoned after a certain time. If you are using interactive menus, then you could route the call to a CDN at the end of your Application containing the menu and send the caller back into Symposium. This would bring the caller into a new Application.

Jason Chavez
jason@com-net.biz
Technical Support
Communication Networks