Identifying Missed Calls

[Louisa]

I have been requested to identify the phone numbers of any calls which are abandoned. I know that the information is contained within the URS log files but the requester just wants a simple (and automatic) report on number and time of abandoned calls.

Has anyone implemented anything similar to this?

We are running Genesys 6.5 framework on Solaris with VTO.

[Tony Tillyer]

There are 2 points to keep in mind here:

CCA/CCPulse/DMA/ETL etc. were originally designed to be used for reporting call volumes, aggregate values and counting instances, etc. Although they *can* report on attached data, it is normally the volume that is required (e.g. "how many times did this occur?") and this depends on how you have previsouly set up data capture in; your Routing Strategy, across ETL, in DMA, on CCA and ultimately (if you have it) as output in Brio. This is not necessarily an easy task!

The fact that you need to capture items which may or may not be available (if the caller withholds their number, there is nothing to capture), you may to consider alternatives to the business query.

Here are some starters for you:

Define a Filter to capture your data in DMA.
Create a new Template in DMA, based on the Main Criteria (TotalCallsAbandoned) and your Filter (TotalCallsAbandonedAccountNumber). This will allow you to cross eference the number of calls abandoned and the actual parameters being shown.
Update your StatServer Options from DMA.
After the stats appear in ETL, set the data retention periods
Create a Report in Brio based on your DMA/ETL Templates.

I am sure there are a few people out there who would *not* do it this way, but these really are fundamental pointers, rather than a "how to".

If it were me, I'd say "no, it's not possible" to the business(!)

I hope this helps?

Tony

[mark newcomb]

why not just write an application with registers for the required queues and logs information based on EventAbandoned, if you want to get really smart you could even check for 2nd callers who have actually selffulfilled and remove them from the list.

[Jimm]

If you have access to the configuration database and your events are being written to GCDR, you might try the query which follows (this is for an Oracle database). This will show the abandons and will include the caller's ANI and some other info.

select
to_char(to_date('Dec311969 18:00:00','MonDDYYYY HH24:MI:SS') + ( g.sttime / 60.0) / 60.0 /24.0 ,'DDMonYYYY HH:MI:SS AM') "DATE"
,g.FIRST_DNIS DNIS
,g.FIRST_PHONE ANI
,g.DURATION DURATION
,g.TIMEIN_QUEUE QUEUE_TIME
,g.TOT_RINGTIME RING_TIME
from gcdr g
where g.flag_abandoned = 1 and
(to_date('Dec311969 18:00:00','MonDDYYYY HH24:MI:SS') + ( g.sttime / 60.0) / 60.0 /24.0) > to_date('Jun172004 00:00:00','MonDDYYYY HH24:MI:SS') and
(to_date('Dec311969 18:00:00','MonDDYYYY HH24:MI:SS') + ( g.sttime / 60.0) / 60.0 /24.0) < to_date('Jun172004 23:59:59','MonDDYYYY HH24:MI:SS')
order by to_date('Dec311969 18:00:00','MonDDYYYY HH24:MI:SS') + (g.sttime / 60.0) / 60.0 /24.0 desc;


Note 1) Dec311969 18:00:00 is used for Central Standard time. sttime is the number of seconds since Jan11970 (GMT). You'll need to change this for your local time zone and whether standard or daylight savings time. I have a function which checks for daylights saving time, but have excluded it for conciseness. I assume you'll want to do something similar.


Note 2) FIRST_DNIS will be the first number called and FIRST_PHONE is the ANI of the caller.

Note 3) You enter the date range you're interested in at the bottom of the query. For example, I've done the query for Jun172004.

[Kevin]

If you did not have Call Concentrator available and wanted to get creative (along with having the skillset and/or resources), I would take the approach of creating a stored procedure that took some of the caller information in as parameters, then updated a table within the stored proc. Since you can execute Stored procs from within a routing strategy, you can make the required insert/updates to a database table. You could then direct the user's report to that table, and they could pull the information on demand.

It would probably require creating a new database on your server and a new DAP, but it would be almost painless, without the addition of extra hardware or software.

[Vic]

Hi, Louisa,

there are several ways to do it. First, and the most simple one is to use CCon. Of course, it means that you have to buy CCon!

Now, if you do not have CCon, second and much cheaper way to do it, would be to modify your strategy so that whenever a call is Abandoned, URS writes ANI to DB.

I do not want to write something that everyone already knows, but, if you need help, tell me and I will be happy to post it for you.

[Kevin]

Vic
This brings up another question:

Other than the 7.0 function OnCallAbandoned(), how can you detect that the call has abandoned?