Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Identifying abandon in IVR and abandon in queue

    Posted 4 days ago
    Dear community,

    I am looking at how to identify call abandons at IVR.
    Under the interactions view, the metrics 'abandoned' and 'abandoned in queue' only give information about abandoned calls.
    how can we identify abandons where the caller did not come into a queue and dropped before that? (abandon in IVR ) . eg. missed call by caller.


    Regards
    Garima.
    #Implementation
    #Routing(ACD/IVR)

    ------------------------------
    Garima Balodi
    Tata Communications Limited
    ------------------------------


  • 2.  RE: Identifying abandon in IVR and abandon in queue

    Posted 2 days ago
    Hi,

    I also have this question and would like to see suggestions.

    So far, I've been trying to use the tTalkComplete field in the CallSegments table but haven't had consistent results. Going on the thought that if tTalkComplete is empty, the call never went to a queue/agent.

    ------------------------------
    John Codispoti
    Pfizer Inc.
    ------------------------------



  • 3.  RE: Identifying abandon in IVR and abandon in queue

    Posted 2 days ago
    HI Garima,

    We have a similar need and have solved it by using Set Participant Data actions in the flow.  As the interaction moves thru the flow, I set/change the value of the variable (e.g. MostRecentMilestone) to a different value at the different branches.  Then I can pull the data for that variable and evaluate to see what the last milestone was passed.  We only have to pull the interactions that have NULL for the queuename variable since if they have a value for queuename it was queued and would be counted in the queue's abandon number.
    Marty

    ------------------------------
    Marty Hand
    National Domestic Violence Hotline
    ------------------------------



  • 4.  RE: Identifying abandon in IVR and abandon in queue

    Posted 2 days ago
      |   view attached
    We do something similar to Marty's suggestion. We have a variable called ExitType. In the IVR just before the call transfers out we set the ExitType to "Transferred" using a Set Participant Data. If the call ends in the IVR, the ExitType would be considered "Terminated' even though we cannot set that proactive because of our custom milestone logging sequence. Once the call end and we pull the conversation details from the Genesys logs, we set the ExitType as "Terminated" in our data warehouse for any call that does not have the ExitType already set to "Transferred" by the IVR. It would be nice if Genesys CX had a wrap up type feature in the the inbound and secure flows, to do some final logging after the call disconnected.

    If you are looking for more of a dashboard view of the calls, the Interactions page has a column for Customer Disconnects you can added to the page and see callers that disconnected in the IVR that way. ​I'm adding a screenshot so you can see what that looks like in case that might be helpful. ​

    ------------------------------
    Jackie Maher
    Health Equity
    ------------------------------



  • 5.  RE: Identifying abandon in IVR and abandon in queue

    Posted yesterday
    Hello, unless I have misunderstood the question, I think if a call is abandoned in IVR before it hits a queue, the queue column should be blank for that call, whereas if a call has been abandoned while waiting in a queue, the queue column would not be blank.
    Additionally getconversation api has enough detail that can be used to determine where the abandon happened.

    Regards

    ------------------------------
    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
    ------------------------------



  • 6.  RE: Identifying abandon in IVR and abandon in queue

    Posted 21 hours ago
      |   view attached
    In the Interaction View you can filter on Flow -> Customer Disconnect which would show only interactions where the customer disconnected during the flow.

    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------