Symposium Reporting (5.0)

[81Cadmin]

I've having some problems identifying if I have a Symposium problem, or not. Yesterday our afterhours service advised that they were unable to reach our call centre (although we had an agent staffed).

When I check the CDN it shows 12 calls offered; the Agent performance shows 5 calls presented and 1 call skillset Ans'd.

I need to understand where I may be losing calls and was wondering how experienced Symposium administrators would troubleshoot this issue. What are the recommended reports I should be using?

PS - does/can Symposium record the CLID of incoming calls in any of the available reports? If not can this be scripted to record this info?

 

[johnjose]

1. Could you specify what does it mean "unable to reach our call centre" – busy tone, ringing tone, music or some announcement for waiting calls or … ?

2. In your CDN report there are also columns CallsAnswered, CallsTerminated, CallsAbandoned available and there you should see losing calls. Then you can search further. For CallsTerminated would be useful to see your script, for Abandoned I recommend to check iSkillset Peformance report (Avg No.of Agents, Skillset Active Time, Maximum Answer Delay).

PS – CLIDs you can find in call by call database (CallEvent 43 – LocalCall Arrived, EventData).


j.

 

[81Cadmin]

I asked the Call Center the same question on "unable to reach the call center", however haven't received a response on that yet (likely I won't).

As for the reports it shows 12 calls offered, but the end result was only 1 call answered at the skillset. This would leave me to believe that I am losing calls. I will attempt to review various reports to see if are any clues. I also will be advising the call center manager to test the queues throughout the weekend and provide the afterhours service with an alternate phone number.

As for CLID, looks like i'm only capturing 4 digits (example: EVENT DATA: CLID 6515), i would like to have record of the full phone number. Is there anything I need to adjust in my configuration to allow this?

 

[johnjose]

What shows your CDN report in columns CallsAnswered, CallsTerminated, CallsAbandoned ?
CLID 6515 seems like route number instead real CLID number.

 

[captaingadget]

Run the "Application Call Treatment" report, it gives loads of info, much more than the CDN report.

 

[Milesprower]

I hope this doesn't sound bad, but you don't "lose" calls. They are answered, abandoned or "terminated". Terminated is a poor term to use, but that is what Nortel chose. It basically means the script took care of the call (Disconnect, Give Busy, Route, Give Overlow,...). This normally happens when you are closed, or the skillset is out of service.

You only mentioned 12 calls offered and one answered, but not abandoned or terminated calls. If they abandoned, then the call was most likely queued and the caller gave up. It they terminated, you need to look at the script to see how it handles calls.

I would look (as mentioned above) at the Application Call Treatment Interval report to see how the calls are treated. I would also look at the Skillset Performance interval report to see if the skillset was open or closed.

If calls are abandoning, I would look at the Delay to abandoned report to see how long callers waited until abandoning. Finally I would look at the Agent Performance interval report to make sure agents are truly available not sitting in Not Ready. You can also check the Login/logout report.

Bottom line, usually it is the staff that is not preforming after hours (because no one checks up on them - show them that you care), second cause would be the script does not handle calls the way you want when the staff is goofing off.