Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on February 11, 2011, 05:28:13 PM

Title: Abandoned calls Reporting Question/Query
Post by: PFCCWA on February 11, 2011, 05:28:13 PM

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

Title: Re: Abandoned calls Reporting Question/Query
Post by: tony on February 12, 2011, 08:24:07 AM

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

Title: Re: Abandoned calls Reporting Question/Query
Post by: smile on February 12, 2011, 11:51:53 AM

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?