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  • 1.  callback reports

    Posted 12-09-2019 09:27
    Hi All, 
    I have question about callback.
    If we disconnect the call back will transfer it for abandoned call? If agent press disconnect to call back , will this call calculated as abundant ?

    Regards
    #DigitalChannels
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

    ------------------------------
    David Maged
    IST Integration Services And Technologies Co.
    ------------------------------


  • 2.  RE: callback reports

    Posted 12-09-2019 10:16
    Edited by William Chávez 12-09-2019 10:20
    Hi David:

    I am not sure if the call will clasify as an abandon call, I suppose that it will, but you can proved by activating the abandon logs and verifying that the callid matches between the CallDetails_view or CallHistory table - depends on you want to check the call and the call clasiffication (inbound, outbound) - and the EE_AbandonEvents view of the same instant the call was disconnected, in the I3_IC database:
    EE_AbandonEvents:
    Table: https://help.genesys.com/cic/datadictionary/content/tables/EE_AbandonEvents.html
    View: https://help.genesys.com/cic/datadictionary/content/views/EE_AbandonEvents_viw.html

    Also, if it is an outbound call, you can check the CallHistory table in I3_IC database and check the value (1 or 0) isabandoned column for an outbound callId: https://help.genesys.com/cic/datadictionary/content/tables/CallHistory.html#644ea7b7b7c74d67ba2d86f95ff5c757

    I recommend you to check carefully this discussion thread: https://community.genesys.com/digestviewer29/viewthread?MessageKey=791cc4de-71f1-4266-8490-8cf5c9e85e61&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44&tab=digestviewer#bm791cc4de-71f1-4266-8490-8cf5c9e85e61.

    I hope that helps you.
    Best regards.

    ------------------------------
    William Martín Chávez González
    Global Networks Solutions S.A.
    ------------------------------

    Original Message


  • 3.  RE: callback reports

    Posted 12-10-2019 08:45
    Hi David:

    As a complement:
    When the Interaction Dialer has to dial a callback, in predictive mode, it waits for the time the agent scheduled it and then dials the call. Then it waits until the customer pickups the call and say 'hello'. If is this the case, then the call is routed to an available agent and waits in the workgroup queue until the available agent answers or until the reserved agent - the agent that scheduled the call for him/her -  answers it. But if the customer hangs up the call before the agent answers, the call clasifies as an abandon call; else, if the agent hangs up the call once the customer was said hello, the agent has to dispose the call using the wrapup codes and it not clasifies as an abandon because it is considered an both side stablished call that was interrupted by one of those interlocutors.

    I understood that those are your scenarios, but if they are not, I recommend to check the abandon tables and check this discussion thread: https://community.genesys.com/digestviewer29/viewthread?GroupId=55&MID=68071&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44&tab=digestviewer

    Please check this additional reference of abandon calls in Dialer: https://help.genesys.com/cic/mergedProjects/wh_dlr/mergedProjects/dialer_manager_help2/desktop/calculating_abandon_rate_based_on_call_analysis_detections.htm

    I hope you understand me and that helps you.


    ------------------------------
    William Martín Chávez González
    Global Networks Solutions S.A.
    ------------------------------

    Original Message


  • 4.  RE: callback reports

    GENESYS
    Posted 12-10-2019 10:03
    No.  Manually disconnecting any interaction will not count as an abandon.  An abandoned interaction is one that remotely disconnects while waiting to be ACD assigned, without ever having entered a client_connected state.  As such, manually disconnecting that interaction will not be an abandoned and will not show up in the EE_AbandonedEvents* database objects.

    More information can be found here:
    https://help.genesys.com/cic/datadictionary/content/IntervalQueueData.html#1b795a6767654d419ea9d8de916b31f2

    From 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.
    • Interactions that go to a Voice mail box assigned to the ACD. To the ACD system, they are simply seen as queue interactions that disconnect while on the workgroup queue. To avoid having voice mail interactions count as abandons you must first transfer the interaction out of the queue. This is usually to a specially-setup, voice-mail-only queue. Voice mail interactions will then show up as flow outs rather than abandons.
    • Interactions that go to a voice mail box assigned to the user/agent queue where the agent never answers the interaction.
    • Interactions in the queue that might-or might not-be waiting for an agent that eventually remote disconnect without ever speaking to an agent. An example would be a caller listening to an IVR, and hangs up.
    • Queue interactions that transfer from one workgroup queue to another workgroup queue, where no agent ever answers the queue interaction in the first workgroup queue, will not show up as abandons. They will only show as flow outs.



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