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:
- move the announcement that they can hang-up and go to website to the Inbound flow rather than in-queue flow
- 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.
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Thanks and regards
Blair Wilkinson
CVT Global Enablement
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Original Message:
Sent: 04-28-2022 07:49
From: Ben Marthin
Subject: Abandoned Calls
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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