Lucent Technologies CentreVu Explorer II, User Manual

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CentreVu Explorer II Version 1.0 User Guide
Sample Queries
Sample Queries
7-3
Abandon Call Analysis Sample Query
7
One of the worst things that can happen to a call center, is to have a caller abandon
from hold. They have already waited through the queue, talked to an agent, and then
hang-up. The reasons for the abandon are varied, perhaps the agent put them on hold
right away or perhaps they got tired of waiting; in any instance, the caller hung up
and the call was abandoned. The reasons that the agent put them on hold are varied
also. Perhaps the call should not have gone to this agent, and they put the caller on
hold to decide an answer to a question (maybe the vector is wrong) or perhaps the
agent is trying to get their metrics up, and is answering calls and placing the caller
on hold to get them out of the queue.
To start with this sample, we will select the fields abandoned from hold, and caller
on hold time, in the Element Selection frame. Then in the criteria frame, select the
date range we are interested in, select Yes for Abandoned, and place a > 30 seconds
for caller on hold time. This will give a list of the callers that abandoned the call.
You could export this list to a spreadsheet and use it to call back the customers that
abandoned (using the calling party field, if you have ANI).
Look through the list to see if there is a common theme, perhaps it is one agent, or
one split, or one VDN that has the majority of the abandoned calls. If so, go back to
the query selection frame, and check the answering agent/split/vdn. Run another
query for that criteria. If the list is too big, change caller on hold time to 60 seconds,
or even 120 seconds. You might begin to see a pattern with this.
Next try adding the field talk time. Set talk time to less than 10 seconds. This will be
a query looking for agents that are answering the call, placing the caller on hold, and
leaving them on hold without servicing the call. Again, look for a common
agent/split/vdn.
In order to further narrow down the results, you can use time of day. Run a query for
your busiest hour. You can see when things get busier and if performance gets
affected.