sjforcum

Hi Everyone,

I'm trying to determine why I have such a high abandon rate with one of my small call centers.

First a little background...

It is a spanish speaking call center consisting of two agents. I have 3 International Toll Free lines routing to this call center by way of a switched domestic toll free (Sprint had to have it this way) which rings to a DID extension in my switch.

The DID extension is setup as a VDN. The vector associated with the VDN runs the standard call center steps (time of day, check splits for staffed agents for meeting & holiday purposes) and then queues to the split.

Here's where I'm getting stuck...

On March 1, 2004 during the 10:00AM-11:00AM hour I received 4 calls offered to the VDN. 3 were considered ACD calls and one abandoned with an average abandon time of 1 minute, 49 seconds.

Based on the differential in the calls offered vs ACD calls I'm assuming this call did not queue to the split.

Can anyone come up with a valid reason for this? I checked the queue on page 1 of the hunt group page, but it's set to 10...so that call should have made it to the split....

TIA,
Steve

nexSIP

post a copy of your vector. I wouldnt think the call would not queue.

PBXtech.info

 

sjforcum

OK I attached a copy of the vector to this post.

I can't figure out why a call wouldn't queue either (short of the split not setup for queing but I checked that). I'm assuming the call must not be queueing since it's not registered as an ACD call...

Attached Files

vect6.txt (5.3 KB, 22 views)

JMTStone

Did you have any vector events in the PBX for this time?

sjforcum

I'm guessing that the calls did not show as ACD since they were not answered by an agent and were instead abandons.

I'm really at a loss to explain this other than someone not doing their jobs. During the first week of March, the peak traffic reported was 8 calls. The average calls offered per hour was 3. There is no reason one dedicated agent and one backup agent could not handle this traffic.

Here's the latest theory du jour...

These agents log into two splits. One for domestic calls and one for Spanish Calls. I have them log into the Spanish queue first and now they are saying that the numbers must be getting skewed by them being on the phone for domestic calls....

I'm pulling my hair out because as I said I don't want to have to report to the call center manager that it's an employee thing unless I'm 1000% sure....and I'm at 999% right now...

nexSIP

Your vector looks fine to me.

So I would assume that either 1- they were busy and the user Queued and abandoned. OR 2- the agent was not busy and their phone was not in Available mode.

So next step would be to run an agent report in CMS/BCMS and find out during that 30 minute period if the person was in ACD or in AUX mode..

That will tell you the answer.

PBXtech.info

 

Avayapower

How long are your annoucements? is it possible that the caller was listening to one of your disconnect annoucements as an agent was logged into split 90,91,92 and hung up before the annoucement finished.

cyberjamos

If a call disconnects while listening to a disconnect step the call will automatically be classed as a "force disconnected" call. What is your phantom abandoned call timer set as? It may be that the call was completed during this period?

__________________
Cheers,

NJ

PS: If any advice that I have provided has been useful, please let me know!