What is a lost call?

[SSChris]

I am asking, because our reporting seems to show a ridiculously high number of them for our call center.

Typically our call center receives 150-200 calls per day.

The reporting is showing that there are 60-75 lost calls per day, which cannot bne accurate, as I have sat there and watched calls as they come into the call center for over an hour and not seen one single call drop off.

I have also seen(in Call Status) that calls are getting flagged as missed calls, when they "transfer" from the Queue to a call center agent.

This is very frustrating to our Call Center manager, as she knows that she is not getting that many lost calls per day, but the reporting seems to show otherwise.

Can anyone help me out here?

Thank You.

 

[IPGuru]

there are many things that can cause lost calls to read higher than expected.

calls to a collective group will show as a lost call for each agent apart from the one that answeres the call.

if a call moves from a main group to an overflow group this can allso show as a lost call.

I would sugest that you do a pilot report rather than an agent group report to get a more acurate figue

 

[cjinsocal581]

CCC Reports defines a lost call as the following:

1. Incoming calls that neither connected to voice mail nor agent.

2. Calls that were answered by VM but cleared before being transferred or reaching an answer flag in VM (a.k.a Abandonned call)

3. Calls that failed to be answered after transfer by VM (without reaching answer flag)

Now, should this be fixed? I think so, but again, Avaya SMBS is trying to make a small system act like a Definity and CMS put together. They have come this far but will they get it like the Enterprise products? Who knows....

Anyway, thought this info mayhelp.

Cheers,
CJ

 

[SSChris]

So if I have 2 agents logged in and in Ready state, each time one answers a call, it logs as a lost call because the other agent did not answer it? How useless is that information!!

Is there any stat/report which will show just the calls that went unanswered, either hang up or voice mail?

 

[cjinsocal581]

Trunk Group Activity report will show "lost" calls.

Agent Group Graphical Summary will show "lost" calls.

Or you could design a custom report. But you need the RFA for it and the know how in Business Objects or Crystal depending on which version of CCC you have.

 

[intrigrant]

If a call comes in and rings a member of a group who is an ACD agent and that agent answers the call then it is not a lost call.
If a call comes in and rings a member of a group who is an ACD agent and then overflows to another agent who answers the call is not a lost call ( the first agent has a refused call ).
If a call comes in to a group and then overflows to another group were the call is answered then the call is not lost ( the overflow group is considered as a member of the initial group ).

In any other situation if a call is answered ( pickup, DSS key, group key, a normal ( no agent) user answers the call, nightservice group ) then there will be lost calls reported.

Note : you must have enough agent licenses for all active agents!

A ACD agent is a person who has a telephone number wich is unique and the number may not be on a extension, the agent has to be forced to logon and has to be member of a group ( preferrably a longest waiting group ).
Agents MUST logoff when leaving the premises.

 

[IPGuru]

OK slight error on my examples of what can cause a lost call.

2 agents in group 1 will show as lost call if the group is set to ring colectvly (group)

 

[SSChris]

intrigrant - that makes some sense, as our Agents frequently will pick up a call using the group status button rather than waiting for it to ring their phone.

Does the Ring Linear/Ring Circular/Ring Group setting have any effect on this?

Also, does anyone know if the data displayed in CCC Viewer is available in the reports, just a matter of finding out where it is?

Thanks.

 

[cjinsocal581]

Which data do you speak of?

 

[SSChris]

- Group Calls answered Extenal
- Refused External

Those are the primary two.

Thanks.

 

[cjinsocal581]

As far as I can see to this point:

The Agent Group summary reports will show Incoming answered.

Still trying to locate the report that will show refused external....

 

[SSChris]

I beleive the Agent Group summary's include all calls made to the agent, and not just the calls presented to the Group, which the agent answered. It looks like it includes internal calls as well as external calls directly to the agent, where the group number was not dialed.

The Group Calls Answered External appears to only show those calls where the group number was selected, either from the menu or directly dialed, and then answered by an agent. That's the data we want.

 

[intrigrant]

I think SSChris has a point.
Agent group calls are all calls presented to a group of agents (external, internal and transferred ) rather then to a group on the IP Office.

If you want to use Agent Group reports then make sure to have a group with those members in it with a higher number as the actual ringing group. The Agent Group report will tell the performance of that group agents and not how many calls are answered for that ringing group.
So, basically there are two kind of reporting groups, one to measure the number of answered calls, waiting time of callers etc. and one ( the highest numbered ) group for Agent performance. You can do it with one group if it is the only group were the agents are in wich is usually not the case.
In the new toolkit 3.0 there is for the first time a good explanation for reporting in CCC, download it and read it if youre involved with CCC, it will pay back!

 

[SSChris]

Thanks intrigrant, I will try to place my call center reps in an additional group, so that I can better break up the stats.

 

[masonrem]

I am having the same problem. The system summary shows about 40% of my incoming presented calls are lost on a daily basis. The system summary shows an Agent Group NO NAME has the bulk of the lost calls. So I started digging into that and found that the incoming calls by Target Group "NO NAME" shows 100% of the calls presented were lost. I have done some test calls and determineed that if a caller selects the option to enter a persons extension and enters a non existent extension then the system simply disconnects the call and reports it as a lost call to NO NAME.

How do I fix the VMPro "Transfer to extn" which has a destination of $key to advise the caller that they have entered an incorrect extension rather than hanging up on them?

Also, how do I change the "NO NAME" label to be something more appropriate like "NO GROUP"?

TIA

 

[sizbut]

If, for example, your extension numbers are in the 2XX range, create a system short code 2XX that transfers calls to a VMPro module that states "The extension you dialed is invalid, please try again" and then puts them back into the original call attendant.

The 2XX shortcode will only get used when the dialed number doesn't match a valid extension or group.

 

[masonrem]

I have extensions in 100,300,400,500,600,700 and 800's Do I have to create a short code for each one? Can I use ? somehow?

 

[SSChris]

Anyone know why every single transfer done on the IP Office logs 2 lost calls on the ICLID report?