Genesys Cloud - Main

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)

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Garima Balodi
Tata Communications Limited
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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.

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John Codispoti
Pfizer Inc.
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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

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Marty Hand
National Domestic Violence Hotline
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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. ​

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Jackie Maher
Health Equity
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Original Message:
Sent: 01-27-2023 09:59
From: Marty Hand
Subject: Identifying abandon in IVR and abandon in queue

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

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Marty Hand
National Domestic Violence Hotline
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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

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Vineet Kakroo
FIL Fund Services (Bermuda) Limited
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In the Interaction View you can filter on Flow -> Customer Disconnect which would show only interactions where the customer disconnected during the flow.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Hi Garima,

There are special events you can set up in the flow called "Add Flow Milestones". This events can set Milestones-Entries.

New Flow Outcome Milestones Released (genesys.cloud)

You can use the "Flow Performance"-View to report the Milestones you created. 

Best regards

Christoph

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Christoph Domaschke
CRONBANK AG
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