Vector and Skill SF% drop

[jefflad]

I have a setup where a call queues against a skill then after a certain amount of time the call outdials to a geographic phone number.

The steps are basic queue to skill, wait x amount of time then route to.

When the call isn’t answered and routes out the service factor percentage on the CMS report drops but doesn’t register a call on the stats as abandoned.

How do I do this set-up and maintain SF% as the call is routed out before it’d register as a drop in SF so can’t understand why it does.

Thanks

 

[Stinney]

It's not going to be considered abandoned as the caller didn't hang up, you transferred the call to another number.

From the CMS Database Items and Calculations documentation:

For vectors, from the time the call enters the vector until the agent or answering station
hangs up. When a call leaves a vector by means of a “route to split” command, the call is
not pegged as an outflow and can be pegged as a phantom- abandon call if the call
duration is shorter than the administered phantom-abandon time.

Don't know if it would do the same for a call that you route off net.

This is going to be captured as an OUTFLOWCALLS event.

On communciation servers with vectoring, a call can be counted as OUTFLOWCALLS in any of
the following instances:
● A ringing ACD call redirected on no answer.
● The call rang at an agent in this split/skill and was answered using call pickup.
● The call was routed to another VDN.
● The call routed to a number or digits.





- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[DAVIDPAYNE]

AS Stinney shows, the call will be a flowout call, not abandoned. And once you send that call offnet, CMS will not know what happens with that call.