PureConnect

Discussion Thread View
Expand all | Collapse all

Missing call volume- ACD Calls offered vs calls answered

  • 1.  Missing call volume- ACD Calls offered vs calls answered

    NEW MEMBER
    Posted 09-17-2019 15:10
    ​Currently is there a report in ICBM Interaction Reporter that would be able to provide me with missing volume.
    Currently there is a discrepancy with the Number of calls Offered,# of call answered and abandon calls.
    We Queue that we have Calls Offered-Calls Answered is not equaling Calls Abandon.

    My understanding as it could be caused by the following:
    1.  Return to Queue no answer
    2. Error Calls (Queue does not no how to handle call and call then drops)

    Can you confirm if this is correct and if it is there  a report in ICBM that provide us with this information.

    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Diane Robinson
    Workplace Safety & Insurance Board
    ------------------------------


  • 2.  RE: Missing call volume- ACD Calls offered vs calls answered

    GENESYS
    Posted 09-17-2019 18:14
    Don't forget that calls may "span" an interval. So, say a call is offered to an agent at 2:29:55 and they answer it at 2:30:05, it will be offered in the interval ending at 2:30 answered in the next one (starting at 2:30).

    It's a similar question to the another that is regularly asked, "Why is Calls in less Calls answered not the same as calls abandoned?". Again, becuase it the start of the interval there may be calls already and ant the end there may be calls still waiting.

    I suspect this is the cause of your discrepancy.

    HTH

    ------------------------------
    Paul Simpson
    Senior Technical Instructor
    ------------------------------



  • 3.  RE: Missing call volume- ACD Calls offered vs calls answered

    Posted 09-18-2019 02:51
    As stated, it is the interval that is the issue. If you have feed of 30-minute intervals, then within that interval it will show calls received but when it comes to calls answered, there may be calls received before the start of the interval that were then answered within the interval. In a busy call centre where the calls are queuing for a time, this is likely to be even more evident. Similarly, there may be calls shown as received that are unanswered at the end of the reporting period. A simple "Received - Answered" does not equal abandoned.

    ------------------------------
    Philip Last
    Arvato Limited
    ------------------------------



  • 4.  RE: Missing call volume- ACD Calls offered vs calls answered

    NEW MEMBER
    Posted 09-18-2019 07:48
    ​No this is not only on a interval level.
    Example:
    Hours of operation 730am-530pm
    Pulled  Report for the 12am-11:59pm
    Calls Offered: 911
    Calls Answered: 667
    Calls Abandoned: 192
    Difference of 52 calls missing
    My understanding is it could be caused by the following:
    1.  Return to Queue no answer
    2. Error Calls (Queue does not no how to handle call and call then drops)

    Can you confirm if this is correct and if it is there a report in ICBM that provide us with this information. understanding


    ------------------------------
    Diane Robinson
    Workplace Safety & Insurance Board
    ------------------------------



  • 5.  RE: Missing call volume- ACD Calls offered vs calls answered

    Top 25 Contributor
    Posted 09-18-2019 08:38

    You'll also need to account for calls that flow out of that queue.

    Entered = Answered + Abandoned.
    This is an incorrect calculation, as it is incomplete.

    Entered = Answered +  Abandoned + FlowOut.
    This is closer.  However, still may not be 100% accurate.  If there are system disconnects/anomalies, custom handlers, callbacks, and other items can throw this equation off.  In particular with regards to callbacks, if you are using them, it depends on how they are setup within the system.

    If you look to the Queue Summary and Detail report, you'll see a column for FlowOut.  This should bring you a bit closer in realizing the discrepancy you're running into.



    ------------------------------
    Trent Vance
    Avtex Solutions, LLC
    ------------------------------



  • 6.  RE: Missing call volume- ACD Calls offered vs calls answered

    NEW MEMBER
    Posted 30 days ago
    ​Thank you for the quick response this helped out a lot.

    ------------------------------
    Diane Robinson
    Workplace Safety & Insurance Board
    ------------------------------



  • 7.  RE: Missing call volume- ACD Calls offered vs calls answered

    Posted 30 days ago
    Yes agree with Trent that you will be closer when adding in Flowouts and as you mentioned there is a chance it is counting some twice interactions twice such as the ring no answer which are only answered once.

    ------------------------------
    Brad Goff
    Palo Alto Networks, Inc.
    ------------------------------



  • 8.  RE: Missing call volume- ACD Calls offered vs calls answered

    NEW MEMBER
    Posted 30 days ago
    ​Do you know if there is a way to capture ( ie a Legacy Report) the calls that are counting interactions twice (ring no answer).

    ------------------------------
    Diane Robinson
    Workplace Safety & Insurance Board
    ------------------------------



  • 9.  RE: Missing call volume- ACD Calls offered vs calls answered

    Top 25 Contributor
    Posted 30 days ago
    If Call01 enters QueueA, alerts Agent01 who doesn't pick it up, and then alerts Agent02 who does pick it up, you'll see the following in the reports and reporting data.

    QueueA:
    1 Entered
    1 Answered
    0 FlowOut

    Agent01:
    1 Entered
    0 Answered
    1 FlowOut  (<-- it is this Agent FlowOut that will result in an "ACD Agent Not Answering" client status/ring no answer, as well as the agent level flow out)

    Agent02
    1 Entered
    1 Answered
    0 FlowOut

    A FlowOut is defined as a call that enters a queue, and the flows out of a queue without ever having been connected (entering a client_connected state) and without remotely disconnecting.  In the scenario above, the call enters the agent queue of Agent01, and then it is removed from that queue when that agent doesn't pick up.  But as far as the workgroup data, it never flows out of the QueueA; it remains there until it is answered be Agent02.

    If you like, ensure that "Track Routing Exceptions" is enabled in Interaction Administrator -> Interaction Tracker -> Configuration -> Items Tracked tab.  This will allow the system to track flow outs, abandons, and transfers at a MUCH more granular level in the database.  Once enabled, anyone with read access to the DB should look to the EE_FlowOutEvents_viw view in the database.  You can then track any interactions that flow from Queue to Queue, Queue to IVR, etc.  This should help you track down any flow outs that may be impacting your calculation.

    ------------------------------
    Trent Vance
    Avtex Solutions, LLC
    ------------------------------