Abandonment calls

[yoavb]

Hi
On the CCD , is there any way to find out the calls that were abandoned while called to the Pilot (caller ID)?
The idea is to call back to the customers and understand the reason for the abandoned to improve the service.

Thanks in advance

[murraya]

hi, maybe the answer you can be found in the ticket collector application. you will need to purchase a license though.

[yoavb]

Thx

[cavagnaro]

On CCS isn't there a report on that?

[sylvainsjc]

No existing reports with abandonned calling numbers on CCS.
You needs Ticket extractor or CTI for that

[cavagnaro]

Why do I remember a small screen with customers phone numbers? Couple of years I don't touch deeply a CCS but quite sure there was that screen, maybe confusing with some other function?

[hawai50]

Hi Yoavb:
If you need the calls abandoned in pilot ACD you can use the CCS app.
If you need the caller id for the calls abandoned in ACD, you can use the accounting app,
For me this is a common question in ACD that I have solved this way.

Kind Regards

[KIKA]

Hi Yoavb:
If you need the calls abandoned in pilot ACD you can use the CCS app.
If you need the caller id for the calls abandoned in ACD, you can use the accounting app,
For me this is a common question in ACD that I have solved this way.

Kind Regards

Hi Yoavb, I would like to ask you, What do you mean witch accounting app? it is Omnivista? or something external?
Thank you.


K.

[sadim]

If you have CSTA licences then you can use this application that i have done. It allows realtime information on his dialog window and you can also make database queries.
You can also check the post "how to callback persons that abandon my call centre"