PrairieFyre//ACD//Call Reports

[PuntsWorth]

Hi,

We have PrairieFyre which is emailing our customer service team reports on abandon calls. We are open to changing or email a new report out however a question has come up from that department which I am hoping someone can answer.

If a member of staff calls the ACD path internally and hangs up before answered, does this count as abandon call? If so, does anyone know either;

A) To spilt the totals of abandon calls internal & external
B) Filter out internal calls abandon

Many Thanks 

[boycey9]

Without going in to things in depth, You have a short abandoned time programmed against your path, As long as the user hangs up before this is reached it will not show against abandoned calls

[v2win]

And internal smdr enabled

[kvnmiss]

Hi PuntWorth,

There is an extra report that you could run to get the information you are requesting to see the internal abandon on any given path; Voice Queue and Queue Group ANI/Internal Abandon. In this report, you will have a field called "Calling line number" where you can see if the call is coming from an ANI or an Internal device. You can find that report under CCMWeb > Reporter > Voice > Queue Reports.

Should you have any other questions on that topic, feel free to PM me.

Hope this helps!

Cheers,

Kevin Middlemiss
prairieFyre Software Inc.

[Kurt]

Kevin,

Glad to see you joining on here.  You've always been very helpful when working with you in Real-Time, and I'm sure you will provide a lot of benefit to these forums!

Cheers,

-Kurt Plantus

[CallCenterSUp]

Is there a wall to run more detailed reports for requeue calls? For example, to know the exact date and time a requeue event occured for a specific agent.  Requeues seems to be an issue

[boycey9]

A requeue happens when the agent is auto logged out so any report that shows logout time will tell you when the requeue happened, Alternatively use the Auditor.

[kvnmiss]

CallCenterSUp,

You can run an Agent Performance by Period - that will show you the amount of requeues for that agent by intervals. That could give you more information on the frequency and different intervals where the requeues are happening. If you want a more detailed view, you can always use the SMDR Inspector and filter the data by date/Agent in question. If you look at the "Transfer/Conference call" column for "R" that means that the call was requeued.

Hope this helps! If you need more information, please reply!

Regards,

Kevin
prairieFyre Software Inc.

[PuntsWorth]

Hi PuntWorth,

There is an extra report that you could run to get the information you are requesting to see the internal abandon on any given path; Voice Queue and Queue Group ANI/Internal Abandon. In this report, you will have a field called "Calling line number" where you can see if the call is coming from an ANI or an Internal device. You can find that report under CCMWeb > Reporter > Voice > Queue Reports.

Should you have any other questions on that topic, feel free to PM me.

Hope this helps!


Cheers,

Kevin Middlemiss
prairieFyre Software Inc.

Just to let you know, the best was the ANI/Internal Abandon as suggested by kvnmiss however, the user wasn't that happy but I guess that's the best Mitel can do