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  • 1.  Abandoned Calls

    Posted 04-28-2022 07:50
    No replies, thread closed.

    We have a main menu that plays an announcement and gives the caller 3 options for which department they want, nothing special.

    If a caller disconnects during the initial announcement, how is that call counted?

    When the caller selects an option, they will hear an announcement that they can hang up and go to a web site to connect their PC to and get in a queue for an agent to remote into their PC to resolve their issue. When this occurs, that call is counted as an abandonment. Is it possible to have a rule, something to the effect, that if the caller disconnects within the first 45 seconds, that the call is not counted as an abandonment?

    Thanks!


    #ArchitectureandDesign
    #Implementation
    #Reporting/Analytics

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    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019
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  • 2.  RE: Abandoned Calls

    Posted 04-28-2022 15:33
    No replies, thread closed.
    Hi Ben,

    With Genesys Cloud API you can implement such calculation and rule.
    You can get amount off abandoned calls < 45 seconds  and you can get all abandoned calls.

    Best regards, Taras

    ------------------------------
    Taras Buha
    taras@noralogix.com
    www.noralogix.com
    ------------------------------



  • 3.  RE: Abandoned Calls

    Posted 04-29-2022 02:42
    No replies, thread closed.
    Hello Ben
    Calls that disconnect in the IVR (Inbound Flow) do not count in the queue stats, so they are not abandoned calls. Only callers in the in-queue flow count.
    It sounds like when your callers select an option they go straight to in-queue, if this is the case a couple of possible alternates come to mind:
    1. move the announcement that they can hang-up and go to website to the Inbound flow rather than in-queue flow
    2. if you want to keep it in the in-queue then consider setting your 'Short Disconnect Time' to =>45s in the Analytics config (in Admin search Analytics) , you can then exclude short abandons in SLA calc and have more ability to report / filter on short abandons
    External tags may also be useful to identify call paths in your flows, they persist into interaction view reporting https://help.mypurecloud.com/articles/set-external-tag-action/ . Point of note is they override so last tag set is reported.

    ------------------------------
    Thanks and regards
    Blair Wilkinson
    CVT Global Enablement
    ------------------------------



  • 4.  RE: Abandoned Calls

    Posted 04-29-2022 07:51
    Edited by Ben Marthin 04-29-2022 07:57
    No replies, thread closed.
    Thanks Blair.

    Found the KB article that explains how this is accomplished.

    Configure the service level calculation - Genesys Cloud Resource Center

    Additional links on the subject 

    https://help.mypurecloud.com/faqs/what-do-abandons-include-in-genesys-cloud/

    https://help.mypurecloud.com/articles/configure-abandon-intervals-for-the-abandon-intervals-metric-view/




    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019
    ------------------------------


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