Author Topic: Abandoned calls Reporting Question/Query  (Read 2527 times)

Offline PFCCWA

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Abandoned calls Reporting Question/Query
« on: February 12, 2011, 02:28:13 AM »
Hello,

Has anyone ever reported on callers who abandon either during welcome greetings or in queue, and then subsequently call back another time?

We have a customer who has asked for this level of information to determine the % of callers who ring back having abandoned the initial time.

Thanks,
WA

tony

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Re: Abandoned calls Reporting Question/Query
« Reply #1 on: February 12, 2011, 05:24:07 PM »
Hi WA

I think you are (almost) talking about First Call Resolution...? :)

If you have Infomart or a level of reporting which allows you to extract ANI or at least a  level of Customer Data, then it's something you can achieve - otherwise it gets a bit sticky...

Tony

« Last Edit: February 12, 2011, 05:31:45 PM by Tony Tillyer »

Offline smile

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Re: Abandoned calls Reporting Question/Query
« Reply #2 on: February 12, 2011, 08:51:53 PM »
To analyse such "repeated calls" you have to use detailed reporting. This could be interaction concentrator or your own solution which can store ANI and date/time information from IVR/routing strategy into external (custom) database. After that you can prepare request on this db: who called more that ones during e.g. one hour. Is it the actually what you want to know?
With best regards and so on