How is the call abandoned if it rang to an agent?

 

Required Role/Permissions Level: Dashboard and Reports Creator

When reviewing your reports using the group data set, you may find a call listed as abandoned, even though it also lists an agent name associated with the call.  This can cause some confusion, so we'll explain how and why this happens.  

If you encounter an issue like this, the first thing that you can do is open the Cradle to Grave report for the call in question:

(For more info on accessing the Cradle to Grave reports see the help center article here)

 classic_c2g1.png

(Example above shown in Classic user interface)

 radiance_c2g1.png

(Example above shown in Radiance user interface)

Here above in the example shown we can see that the agent was not in Forced Release, and therefore, was available to receive the call.

If we drill into things even further by choosing the button on the bottom of the cradle to grave which states, "click to show details of this call from the PBX perspective", the PBX Cradle to Grave report shows that the call went to VoiceMail since it was not answered.

So, the call example shown above has been sent to the agent even though it has also been marked as abandoned, but you aren’t sure why. Now we will break out the next section here below into each of the user interfaces because we want to see what that agent’s activity was during the time of the call and how we can report on this going forward in a simple way:

 

 

To get a detailed view of an agent’s activity, you can create an Agent Activity Detail report (using the standard template). Adjust the date/time to the time period that you would like the data from, then filter by Agent Name. You will also want to make sure that you include the total ring time and the total talk time in the report values: 

 

classic_report1.png

 

Using the setup above, the report will show (in this case) the agent went into Forced Release after the call had been presented to them and was then abandoned:

 classic_report2.png

 

Now, this is great information to know and it does provide some clarity to the issue. But what is the plan moving forward? Will you need to drill into all of this information every time something like this happens? Not necessarily. 

What you could do is create a report and save it to your saved reports to show how often this happens with each agent. Once this report is created, you can have it set up on a schedule, or you can use it as a reference to check in with every now and then.

To create the report:

  1. Pull the RG7.1 Abandoned Calls Log report
  2. Select your date range
  3. Select your group
  4. Click and drag Time - Ring Total down into the Values and click the filter icon next to it
  5. It’ll move to the top so that anything without ring time is filtered out
  6. Click Preview Report or Save As and Save your report for use whenever you need it

 classic_report3.png  

The results of the report will be a list of calls that rang to an agent, were not answered, and the caller abandoned the call:

 classic_report4.png

 

We hope these reports will help clear up any confusion that may arise from abandoned calls within your company!

Questions or feedback? Please email us at support@brightmetrics.com

To get a detailed view of an agent’s activity, you can create an Agent Activity Detail report (using the standard template). Adjust the date/time to the time period that you would like the data from, then filter by Agent Name. You will also want to make sure that you include the total ring time and the total talk time in the report values:

radiance_report1.png

 

The report will show (in this case) the agent going into Forced Release after the call had been presented to them and was then abandoned:

radiance_report2.png

 

Now, this is great information to know and it does provide some clarity to the issue. But what is the plan moving forward? Will you need to drill into all of this information every time something like this happens? Not necessarily. 

What we can do is create a report to show how often this happens with each agent. Once this report is created, you can have it set up on a schedule, or you can use it as a reference to check in with every now and then.

To create the report:

  1. Pull the RG7.1 Abandoned Calls Log report
  2. Select your date range
  3. Select your group
  4. Click and drag Time - Ring Total down into the Values and click the filter icon next to it
  5. It’ll move to the top so that anything without ring time is filtered out
  6. Click Run Report

 

radiance_report3.png

The results of the report will be a list of calls that rang to an agent, were not answered, and the caller abandoned the call:  radiance_report4.png

We hope these reports will help clear up any confusion that may arise from abandoned calls within your company!

Questions or feedback? Please email us at support@brightmetrics.com.


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