Cisco Cisco IPCC Web Option User Guide
How Calls that Abandon Affect Call Type Reporting
There are three types of abandon metrics: abandon at the VRU (prompt or self service), abandon
in queue, and abandon at the agent.
in queue, and abandon at the agent.
ICM/IPCC tracks the abandon counts for each of these abandons separately. The time spent by
these abandoned calls before abandoning is also tracked.
these abandoned calls before abandoning is also tracked.
The value represented by the “Aban” column on the Call Type reports provides total abandon
count for the call type, that includes calls that abandoned while at the VRU (prompting or self
service), calls that abandon in queue and calls that abandoned while ringing at the agent's phone
or en route to the agent's phone. This is derived from the TotalCallsAbandToHalf database field.
count for the call type, that includes calls that abandoned while at the VRU (prompting or self
service), calls that abandon in queue and calls that abandoned while ringing at the agent's phone
or en route to the agent's phone. This is derived from the TotalCallsAbandToHalf database field.
Reports also provide average time spent by these abandoned calls in the “Avg Aban Delay
Time” field. This field represents the average delay time of all abandoned calls that ended in
this call type during the current half hour interval. This is derived from
Call_Type_Half_Hour.CallDelayAbandTimeToHalf /
Call_Type_Half_Hour.TotalCallsAbandToHalf.
Time” field. This field represents the average delay time of all abandoned calls that ended in
this call type during the current half hour interval. This is derived from
Call_Type_Half_Hour.CallDelayAbandTimeToHalf /
Call_Type_Half_Hour.TotalCallsAbandToHalf.
To separate information gathering and queuing statistics, you can also determine the time spent
by a call only in the call type where the call abandoned. This is tracked in the
CTDelayTotalAbanTimeToHalf database field. This includes only the time spent in the call
type where the call abandoned and not all call types.
by a call only in the call type where the call abandoned. This is tracked in the
CTDelayTotalAbanTimeToHalf database field. This includes only the time spent in the call
type where the call abandoned and not all call types.
Consider this example:
•
A call spends 30 seconds in the information gathering call type, "Info_Call_Type".
•
The script then changes the call type to the queuing call type say Queue_Call_Type and the
call is queued.
call is queued.
•
After 15 seconds waiting in queue the call is abandoned.
In this case the total time spent by the call before abandoning will be 45 seconds. However the
time spent by the call in the “Queue_Call_Type” where the call abandoned will be 15 seconds.
The Call Type statistics for the “Queue_Call_Type” will be updated as follows:
time spent by the call in the “Queue_Call_Type” where the call abandoned will be 15 seconds.
The Call Type statistics for the “Queue_Call_Type” will be updated as follows:
Queue_Call_Type
•
CallDelayAbandTimeToHalf = 45 seconds
•
CTDelayTotalAbanTimeToHalf = 15 seconds.
Note: You could write custom reports to able to report on the different abandons and the time
spent by these abandons. To determine the counts and the time associated with the abandoned
calls, for calls in the script, or at the VRU (prompt or Self service), subtract Agent Abandons
and Queue abandons from Total Abandons.
spent by these abandons. To determine the counts and the time associated with the abandoned
calls, for calls in the script, or at the VRU (prompt or Self service), subtract Agent Abandons
and Queue abandons from Total Abandons.
Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.2(1)
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Chapter 4: - Measuring Customer Experience
Call Type Reporting