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Beginner

Abandoned Call Calculation From Termination Call Detail

HI..

Can someone please tell me how to calculate  Abandoned Calls  from Termination Call Detail Table ?.

Thanks in advance.

22 REPLIES 22
Highlighted

Hi, Gergely.

I think, I found those abandoned calls. Here we have a Voice Record system. So each call from the client is in fact in conference with the agent and Voice Record system. 

I analyzed the Agent State Trace, particulary EventName and AgentState columns.

And I found, that for a normal call the flow is :

DateTimeEventNameCode
2014-07-05 12:02:59.0006WORK_READY
2014-07-05 12:03:00.0003READY
2014-07-05 12:03:01.0008RESERVED
2014-07-05 12:03:02.0004TALKING
2014-07-05 12:03:02.00310CALL_HELD
2014-07-05 12:03:02.0109CALL_INITIATED
2014-07-05 12:03:02.0134TALKING
2014-07-05 12:03:02.02013CALL_CONFERENCED
2014-07-05 12:03:49.0006WORK_READY

 

And here is the call flow for the abandoned call, this is where CALL_HELD goes straight to WORK_READY. So I assume it is lost from hold. 

DateTimeEventNameCode
2014-07-05 12:00:40.0006WORK_READY
2014-07-05 12:00:41.0003READY
2014-07-05 12:00:42.0008RESERVED
2014-07-05 12:00:43.0004TALKING
2014-07-05 12:00:43.00310CALL_HELD
2014-07-05 12:00:43.0109CALL_INITIATED
2014-07-05 12:00:43.0134TALKING
2014-07-05 12:00:43.02013CALL_CONFERENCED
2014-07-05 12:02:58.00010CALL_HELD
2014-07-05 12:02:59.0006WORK_READY

 

The only thing I have not figured yet, how to track ANI for such calls.

Highlighted

Hi,

just a quick question about your ANI question: is there a RouterCallKeyDay and RouterCallKey column in the report you are looking at? RCKD and RCK is supposed to be the unique call id for the whole duration of the call (with some exceptions).

G.

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Got it. Exactly what I was looking for. Now I can track them down in the TCD table by RCK. Thanks a lot Gergely, apreciate your help.

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Dennis, this is great news indeed.

One more thing: did you/would you spend some time with the agent to gain more information about these calls? I would like to see what happened there, from the point of view of the agent.

Thanks for the rating.

G.

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Gergely, unfortunately I did not have a chance to talk to that agent. Will try to get in touch and gain more details.

Thanks.

Highlighted

Hi Gergely,

Could you let me know how to take logs of calls hitting cvp error DN ?

Highlighted
Beginner

Hi,

 

The query in blow shows abandon in queue.

 

DECLARE @from DATETIME = DATEADD(DAY,-1,GETDATE())
DECLARE @to DATETIME = GETDATE()
DECLARE @calltype INT = 5591


SELECT
tcd.*
from
Termination_Call_Detail tcd
inner join
Route_Call_Detail rcd on tcd.RouterCallKey = rcd.RouterCallKey and tcd.RouterCallKeyDay = rcd.RouterCallKeyDay and tcd.CallTypeID = rcd.CallTypeID

where
rcd.RouterErrorCode = 448 and
tcd.DateTime BETWEEN @from and @to AND
rcd.DateTime BETWEEN @from and @to and
rcd.CallTypeID = @calltype and
rcd.RequeryResult != 5 and
tcd.RouterCallKeySequenceNumber = 1

 

 

------ For Rona calls

select
tcd.*
from
Termination_Call_Detail tcd
where
tcd.DateTime BETWEEN @from and @to and
tcd.CallDisposition = 19 and
tcd.CallTypeID = @calltype

 

Highlighted

-- this query you can use

SELECT
tcd.*
from
Termination_Call_Detail tcd
inner join
Route_Call_Detail rcd on tcd.RouterCallKey = rcd.RouterCallKey and tcd.RouterCallKeyDay = rcd.RouterCallKeyDay and tcd.CallTypeID = rcd.CallTypeID

where
rcd.RouterErrorCode = 448 and
tcd.DateTime BETWEEN @from and @to AND
rcd.DateTime BETWEEN @from and @to and
rcd.CallTypeID = @calltype and
rcd.RequeryResult != 5 and
tcd.RouterCallKeySequenceNumber = 1
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