Calls abandoned by client and by agent

[genesysuser123]

hi all,

    We have a skill based routing setup with multiple sites. For calls which are being routed to Nortel based sites, the calls ring on agent desktops. How do we differentiate between the calls that are being abondoned while ringing by the clients and those which are due to agents not answering. Both these stat are presently being recorded as CallsAbandonedWhileRinging. we are presently thinking about having a custom stat to capture this based on time-frame. i.e. if the ring-out time is set as 15 sec, then all calls abandoned before 15 sec is due to client and after 15 due to agent not answering.
i am looking for a better way to implement the same. we checked both T-server and symposium logs to determine the difference, but the events are the same for both the behavior.

- Are there any specific stat/events we should look for to capture this in CCPulse ?

If this has already been discussed, pls post the link if you know about it, since i couldnt find it when i searched the prev posts.

thanks.

[mark]

What happens after the 15 seconds? Does the call route somewhere else or get disconnected?

[Pratz]

The call gets abandoned after 15 secs automatically(initiated by the system). i.e. we have currently assumed that if the call is abandoned in less than 15 seconds, the caller has abandoned the call. For more than 15 secs, we have assumed that the call was disconnected by the system.

Is there someway to distinguish this in other ways?(other than by time)Do let us know.

[genesysuser123]

@Mark:

The call will be disconnected after 15 sec and the switch pulls back the call. The call is not routed to an other Q.

[cmcshane]

We had a similar problem here before we used agent_desktop and configured the phones to auto-answer.

What we did was create 2 stats for 'abandoned from ringing' and applied a time filter. 1 for 0-14 seconds which was classed as the caller abandoning and the other for >14 seconds, which was the pbx hanging up the call ( which is pretty much what you said you were going to do yourself ). There's no other way to deal with the issue that I'm aware of.

Either way it's an agent training issue as they shouldn't leave themselves in a ready status when they're not available to take a call.

If you need more info let me know

[genesysuser123]

thanks for the info. I believe theres no other option than to stick with time-based stat. I was hoping that, there may be a specific event/signal generated by the switch/T-server when the client disconnects and when the switch pulls back after a ring-out. I guess theres no event we know of right now.

I will prbbly look into this a little further..

the quest continues.. to find the abnd calls while ringing..