Tracking Time to Route to Voicemail

[curtc85]

We are currently running CM 6.3 and CMS R16.3 (both being upgraded near term to CM 8.x and CMS R19)and I have a situation with the way one of our contact centers routes callers. Within the vectors we prompt the caller with an announcement every 60s asking if they'd like to leave a message or continue holding while they wait in queue for the respective Skill. If they select the option they are then routed directly to the voicemail station and into Aura Messaging. After approx. 9 minutes of hold they are forced to the voicemail box. Not exactly the way I'd run a contact center but it is what it is.

Leadership is now wanting to know how long callers are waiting before going to voicemail. They want to include this in their ASA reporting somehow. I have told them that ASA only reflects calls that get answered by an Agent, a call that goes to voicemail is not considered an answered call. I've been trying to think of a way to capture this but no matter which way I think about it I don't think it's possible. Your avg vector time will account for any call that leaves the vector regardless of how it left. Any ideas from you bright folks?

 

[Sean655]

I think calls that route to voicemail (or another extension) is considered an interflow call. I would think there's a report that would show number of interflow calls and might give you what you need.

 

[curtc85]

I can get the number of flow outs from a Skill report. I believe these calls would be considered flow outs as they are using a route to number step within the vectors, that number being the AAM station for the voicemail box. Based on that what they want, I believe, is the avg flow out time. Now, we also use RONA with these Skills so I believe these too would be counted as a flow out, subtracting flow in's would give you the number of calls that went to voicemail. Now, the kicker is I don't see that flow out time is tracked in CMS. That's my dilemma...I have no way of seeing how long these flow out's waited before flowing out.

 

[curtc85]

Figured it out, kind of. OUTFLOWTIME does in fact track the time that flow out calls wait in queue or ringing before being redirected. BUT...This is a ring-tone contact center w/ RONA in play so flow outs are also RONAs. I explained to this to leadership so they understand that we can get a number but because of the RONAs it won't always be an accurate representation of the wait time before going to voicemail as the time before RONA is also included and not separated out. If they want to get an accurate number for the time to voicemail they need to eliminate the RONA feature from the Skills. We can't go zip-tone as we have a good chunk of Agents at home using One-X Agent in telecommuter mode (road warrior sucks). I also explained to them that trying to add this flow out time to their ASA would be non-standard and not accurately represent their performance. I'm trying to get them to understand that ASA means answered by an Agent, not answered by voicemail...