System Availability/Status Calls and Abandon Rate

[rmscho02]

When callers contact our center they have 2 options in the IVR: option 1 is to hear status/availability of the system, and option 2 is to talk to a live agent. If the callers chooses option 1, listens to the message, then hangs up, this call is counted as abandoned. It could be before or after the threshold, meaning these calls can negatively impact our abandon rate metrics.

Is there any way to identify these calls so I can possibly exclude or treat them differently in our metrics?

Thanks!

 

[effort1584]

There are a couple of ways to go.

1. Play the status message in it's own application so the abandons show they and you know they don't count.

2. Depending upon how you are playing the message (this works for the GIVE IVR command), you can use the Application Call Treatment report which is more granular about what happened to a call (in regular application reports abandon shows as a few different treatments.

There are a couple of other ways, but these are the quickest and easiest.

 

[hached]

You could also transfer the call to a Phantom TN that would drop into VoiceMail. From there you can built an application in Call Pilot (Assuming your using CP) that would play the message in question. These calls would be pegged as transfered/terminated rather then abandoned.

Effort1584 idea would also work well.