Genesys Cloud - Main

Hi everyone,

I need help with this wrap-up code.

In our organisation we have enabled machine and voicemail detection. In the calls we have audited, it happens that the customer answer but there are no free agents to attend him (we use power dialing).

Is this metric equivalent of "true abandon" in Campaign Performance View?

Thanks in advance

Hi Ana

According to the resource center - ININ-OUTBOUND-FAILED-TO-REACH-AGENT: The system successfully transferred the call to a queue but disconnected before an available agent took the call. This occurs when a live voice, machine, or line connects and the answering machine detection option is turned off.

True Abandon: The contact answers the call, but hangs up before the system routes the call to an available agent.

I believe this would then mean that ININ-OUTBOUND-FAILED-TO-REACH-AGENT would be part of the true abandon number, I am not sure if any other wrap-up codes would also then form part of the true abandon number.  Hopefully someone else can clarify

Hi everyone,

I need help with this wrap-up code.

In our organisation we have enabled machine and voicemail detection. In the calls we have audited, it happens that the customer answer but there are no free agents to attend him (we use power dialing).

Is this metric equivalent of "true abandon" in Campaign Performance View?

Thanks in advance

Thanks Samuel

Regarding those metrics, I conducted the following test: I compared the conversation ID and it matches almost always.

However, there are times when there are more true abanonments, and I can't identify which types of interactions might be affected or how to differentiate them

Rgds

Hi Ana

According to the resource center - ININ-OUTBOUND-FAILED-TO-REACH-AGENT: The system successfully transferred the call to a queue but disconnected before an available agent took the call. This occurs when a live voice, machine, or line connects and the answering machine detection option is turned off.

True Abandon: The contact answers the call, but hangs up before the system routes the call to an available agent.

I believe this would then mean that ININ-OUTBOUND-FAILED-TO-REACH-AGENT would be part of the true abandon number, I am not sure if any other wrap-up codes would also then form part of the true abandon number.  Hopefully someone else can clarify

Hi everyone,

I need help with this wrap-up code.

In our organisation we have enabled machine and voicemail detection. In the calls we have audited, it happens that the customer answer but there are no free agents to attend him (we use power dialing).

Is this metric equivalent of "true abandon" in Campaign Performance View?

Thanks in advance

FYI, there seems to be a lag on the agent side at times on our system.  This results in the Agent not Answering wrap up code and 've resolved some of them by allowing more time on the dialer before considering it's an abandon.

For the conversations that don't equal a true abandon, I wonder if the call is still picked up in time by another agent?

Thanks Samuel

Regarding those metrics, I conducted the following test: I compared the conversation ID and it matches almost always.

However, there are times when there are more true abanonments, and I can't identify which types of interactions might be affected or how to differentiate them

Rgds

Hi Ana

According to the resource center - ININ-OUTBOUND-FAILED-TO-REACH-AGENT: The system successfully transferred the call to a queue but disconnected before an available agent took the call. This occurs when a live voice, machine, or line connects and the answering machine detection option is turned off.

True Abandon: The contact answers the call, but hangs up before the system routes the call to an available agent.

I believe this would then mean that ININ-OUTBOUND-FAILED-TO-REACH-AGENT would be part of the true abandon number, I am not sure if any other wrap-up codes would also then form part of the true abandon number.  Hopefully someone else can clarify

Hi everyone,

I need help with this wrap-up code.

In our organisation we have enabled machine and voicemail detection. In the calls we have audited, it happens that the customer answer but there are no free agents to attend him (we use power dialing).

Is this metric equivalent of "true abandon" in Campaign Performance View?

Thanks in advance

Thanks Chris

I have checked again to find similar behaviour; calls that do not match are not answered by another agent. 

For example, these calls are associated with the code 'ININ-OUTBOUND-FAILED-TO-REACH-AGENT' but when I search for the IDs in the abandoned campaign interactions they do not appear.

e10b4b56-efa7-47aa-a4ff-a0f4138cfe1c
7a1e0d0d-9e88-4acf-a253-19e2507da474
105b2b98-2db7-4f26-9375-cf3e947b4462

Obviuosly It's a tiny percentage, but I need to confirm that these calculations I make are consistent in order to analyse the outbound data.

Thanks in advance

FYI, there seems to be a lag on the agent side at times on our system.  This results in the Agent not Answering wrap up code and 've resolved some of them by allowing more time on the dialer before considering it's an abandon.

For the conversations that don't equal a true abandon, I wonder if the call is still picked up in time by another agent?

Thanks Samuel

Regarding those metrics, I conducted the following test: I compared the conversation ID and it matches almost always.

However, there are times when there are more true abanonments, and I can't identify which types of interactions might be affected or how to differentiate them

Rgds

Hi Ana

According to the resource center - ININ-OUTBOUND-FAILED-TO-REACH-AGENT: The system successfully transferred the call to a queue but disconnected before an available agent took the call. This occurs when a live voice, machine, or line connects and the answering machine detection option is turned off.

True Abandon: The contact answers the call, but hangs up before the system routes the call to an available agent.

I believe this would then mean that ININ-OUTBOUND-FAILED-TO-REACH-AGENT would be part of the true abandon number, I am not sure if any other wrap-up codes would also then form part of the true abandon number.  Hopefully someone else can clarify

Hi everyone,

I need help with this wrap-up code.

In our organisation we have enabled machine and voicemail detection. In the calls we have audited, it happens that the customer answer but there are no free agents to attend him (we use power dialing).

Is this metric equivalent of "true abandon" in Campaign Performance View?

Thanks in advance