Report for abandoned calls V's Lost calls

[hohumIPO]

Hi,
I have a site running CCC V4 with one group consisting of a handfull of agents. Call comes into group via AA (unfortunately this adds to statistical problems) where caller then selects the group and waits around. The group has queueing turned on and when they get this Q and Still Q'd Greeting they are presented with the option to press a number to leave a voicemail or hangon to return to Q. Here arises the problem, CCC counts lost calls in a really screwy fashion. In the UK it works well because of the way they structure their work environment, in OZ a call center person role is very diverse thus stats require much closer inspection as at face value they appear very wrong.
When an Agent group summary report is run it can show hundreds of lost calls in a month and makes no clear definition what is lost and what is an abandoned call (where the caller hangs up). Does anyone have a report that clearly graphs this?

Cheers

 

[IPGuru]

I suspect your lost calls are being counted when the user opts to transfer to VM, if this is the case you need to flag the call as answewred by vm in your leave mail action (it is in the reporting tab)

 

[hohumIPO]

Thanks IPGuru, however this has been done. Does anyone have a report that shows abandoned calls not simply lost calls. A call can hit an agent in this environment who waits for the call to move off their handset without answering it (a "lost" call) I just want a report to show how many callers hangup. Any other phone system can do this, why can't the IPO?

 

[intrigrant]

A call can hit an agent in this environment who waits for the call to move off their handset without answering it (a "lost" call)

Above scenario is NOT a lost call but it is a Rejected call, reporting can be made on that.