Hi Experts
Is there any possibility to manage CCS / Soft Panel manager to ignore the calls abandoned before 5 seconds? I have a CCD Setup where more than 80% of abandoned calls are the ones which are abandoned before 5 seconds and supervisor want to overlook those calls. Problem is, on Soft Panel Manager, they can see overall abandoned calls which gives a high number where actually abandoned calls are less than 20%
This is impacting their service level... I know in other systems we can set time for calls to be marked as abandoned but couldn't find it anywhere on CCD parameters
Abandoned Calls Timer
- knightrider
- Alcatel Unleashed Certified Guru
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- Joined: 14 Dec 2009 06:26
- Location: Omnipresent
Re: Abandoned Calls Timer
I think you need to use Calculated data and create a statistic which only includes calls abandoned after 5 seconds. So the formula will be something like:
(Calls Abandoned after 5-10secs) + (Calls Abandoned after 10-15secs) + (Calls Abandoned after 15-20secs).... etc..
(Calls Abandoned after 5-10secs) + (Calls Abandoned after 10-15secs) + (Calls Abandoned after 15-20secs).... etc..
Re: Abandoned Calls Timer
Thanks knightrider, let me give it a try tomorrow
Re: Abandoned Calls Timer
By the way, isn’t there any parameter where we can define which calls to conider as abandons?
- knightrider
- Alcatel Unleashed Certified Guru
- Posts: 424
- Joined: 14 Dec 2009 06:26
- Location: Omnipresent
Re: Abandoned Calls Timer
Not that I am aware of, but there will be a breakdown of types as I mentioned. If I remember correctly, there will also be a statistic for calls Abandoned during Greeting guide. Make sue to add that one too if there is a Greeting guide on the pilot in question.