Average Waiting time before abandon and before answering

[Lorenzo]

Hi,
We need to calculate the average waiting time the customer has spent in the system (in a virtual queue) before he abandoned the call.
An average with CallWait as a main mask and CallWait as a relative mask would include all the calls which waited (calls which were then answered and also the ones that were abandoned).
How to distinguish only the ones that were answered, in one hand, and the ones that were abandoned on the other hand ? With a filter to put in the strategy ?
We have the same question with the Average Waiting Time before for the calls that were answered (we don't want to include the abandoned).

Thanks in advance

[mark]

Have you tried using main mask 'CallAbandonedFromRinging' with averagetime (for average time to abandon)?

Im thinking that the above main mask will calculate average time for calls which abandon while ringing (queueing), however i could be wrong!

[LeszekM]

I think you should try using CallAbandoned as a mask for calls abandoned from queue and CallAnswered for calls from queue which are answered by agents.

Subject for the statistics : DNAction
Objects:  Queue  (Group Queues, Queue, RoutePoint)

Regards,
Leszek

[Lorenzo]

The stat "averageWaiting Time for calls abandoned only" would therefore be CallAbandoned as a mainMask and CallWait as a relative Mask ?
The stat "averageWaiting Time for calls answered only" would therefore be CallAnswered as a mainMask and CallWait as a relative Mask ?

Is this right ?
Thanks in advance.

[LeszekM]

No,
CallAbandoned as a main mask
CallAnswered as a main mask.

The relative mask is not used.

It may look a little bit strange, but the time for CallAbandoned and CallAnswered is measured from the moment when a call comes to the queue to the moment when this call is abandoned (or answered).

Leszek

[Nercuseadorce]

delete this message

[Sylvainsjc]

[AverAbandCallTime]
RelMask=CallAbandoned

Objects=Queue, RoutePoint, GroupQueues

MainMask=CallAbandoned

Category=AverageTime

Subject=DNAction

[cavagnaro]

CallAbandon will measure all those calls that abandoned on the RP or VQ

CallAbandonFromRinging will measure all those calls that abandoned on the agent place while it was ringing BEFORE agent could answer it, triggered by EventReleased or CallRingingPartyChanged TEvents.

CallAnswered will measure all those calls that were answered by the agent that was selected as target for the call, triggered by EventEstablished TEvent.

Even when CallAbandonFromRinging and CallAnswered happens on the agent objetc side, this statistics has the particularity that are called retrospective, in that way this statistics can be obtained from the RP or VQ for statistical purposes.

However here CallAnswered and CallAbandon is a Momentary Action, this means that it has no time, only an instant. This is why an average from this statistic is impossible.

Now you want time your customers were on your system:

So we have to scenarios:
1. Effective Call:
Call Enter > Wait > Answer

2. Abandon Call:
Call Enter > Wait > Abandon on Queue

Call Enter > Wait > Go to Agent > Abandon on Ringing


Only durable action on Queue object is CallWait, therefore you can obtain an average for this.

So durable actions are:

CallWaiting + Ringing + Inbound

But Ringing and Inbound are not retrospective statistics and therefore again can be obtained from an Queue object.

So you will have to obtain average of callwaiting and sum to the average of CallRinging and add also CallInbound and do the average of this...not very exactly but will give you a good aproach...

[exchelente]

[AverageSpeedAnswer]
MainMask=CallAnswered
Objects=GroupQueues, Queue, RoutePoint
Description=Average time to answer
Subject=DNAction
RelMask=CallAnswered
Category=AverageTime

[AverageSpeedAbandon]
Subject=DNAction
Description=Average time to abandon
MainMask=CallAbandoned
RelMask=CallAbandoned
Category=AverageTime
Objects=GroupQueues, Queue, RoutePoint

(You may need to add CallAbandonedFromRinging to Main and RelMask for Avg Speed Abandon if you want to consider that scenario)