https://help.genesys.com/cic/versions/2018r2/datadictionary/content/IntervalQueueData.html#f555a4576de14593b2b574d689643947
They are reporting as designed per the Data Dictionary.
Abandons
Abandoned queue interactions occur on a distribution queue when a queue interaction disconnects before it enters a Client_Connected state (that is, an agent or user picks it up). In the Queue Period Statistics reports, abandons are the number of ACD related queue interactions that abandoned the queue during the interval.
Abandons include:
- Disconnects before the queue interaction is connected to a user or agent. This only includes remote disconnects. CIC has special processing to count local disconnects as answered, then disconnected.
As far as stopping it, as Mark eluded to using Auto Answer may help; however, I'm not sure you can systematically fix this unless you can disable the local disconnect. First step is to ensure it is communicated to all agents that will be considered call avoidance and or customer abuse and disciplinary action should be used.
If they are being disconnected in queue before they are assigned or alerted to an agent it may be difficult to find out who actually disconnected. You may be able to determine this by ensuring your tracing is turned all the way up and then you could use the query below to identify the interactions that are being disconnected and then pull the IP Logs to determine who disconnected.
SELECT [InteractionIDKey]
,[SiteID]
,[SeqNo]
,[InteractionID]
,[StartDateTimeUTC]
,[StartDTOffset]
,[Direction]
,[ConnectionType]
,[MediaType]
,[RemoteID]
,[DNIS_LocalID]
,[tDialing]
,[tIVRWait]
,[tQueueWait]
,[tAlert]
,[tConnected]
,[tHeld]
,[tSuspend]
,[tConference]
,[tExternal]
,[tACW]
,[nIVR]
,[nQueueWait]
,[nTalk]
,[nConference]
,[nHeld]
,[nTransfer]
,[nExternal]
,[Disposition]
,[DispositionCode]
,[WrapUpCode]
,[AccountCode]
,[IsRecorded]
,[IsSurveyed]
,[MediaServerID]
,[IndivID]
,[OrgID]
,[LineId]
,[LastStationId]
,[LastLocalUserId]
,[LastAssignedWorkgroupID]
,[LastLocalNumber]
,[LastLocalName]
,[RemoteICUserID]
,[RemoteNumberCountry]
,[RemoteNumberLoComp1]
,[RemoteNumberLoComp2]
,[RemoteNumberFmt]
,[RemoteNumberCallId]
,[RemoteName]
,[InitiatedDateTimeUTC]
,[ConnectedDateTimeUTC]
,[TerminatedDateTimeUTC]
,[LineDuration]
,[CallEventLog]
,[PurposeCode]
,[CallNote]
,[nSecuredIVR]
,[tSecuredIVR]
,[FirstAssignedAcdSkillSet]
,[nPark]
,[tPark]
FROM [InteractionSummary]
WHERE [StartDateTimeUTC] > = '2020-02-15' AND Direction = '1' AND ConnectionType = '1' AND nTalk = '0' AND CallEventLog Like '%Local Disconnect%'
https://help.genesys.com/cic/versions/2018r2/datadictionary/content/tables/InteractionSummary.html------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------
Original Message:
Sent: 02-13-2020 02:56
From: Mohammad Abd-Alrahman
Subject: What happen when Agent Disconnect ACD call without pickup
Hi All,
I just surprised of system behavior on this scenario:
If the Agent disconnect an ACD call without pickup the system will count this call as answer !!!
this is what happen when i test the scenario in my lap.
i have customer who Suffers from the agents, they disconnect the calls once its ring in there station and the call count as answered whech is wrong.
In Addition some agents are just pot the call on hold for 5 to 10 min until the caller disconnect. and its count as answered too .
do any one know how to change this system behavior or how to control on Agents.
Thank You
#QualityManagement
#Reporting/Analytics
------------------------------
Mohammad Abd-Alrahman
------------------------------