Abandoned call invetigating error 448 in RCD

[david.macias]

Running UCCE 12.0 and I'm at a complete loss here. We randomly get an above average number of abandoned calls. Generally in the first 30 seconds of being in queue. The TCD disposition is not any of the <7 codes, but the RCD does show error code 448. However, the documentation on this error is so nebulous it's not really useful:

Error 448 is not a routing error, but occurs when the customer leg disconnected for the call at the routing client.

The call is abandoned before a label is determined by ICM. This can occur due to call abandon by the caller during the Interactive Voice Responder (IVR) prompting process scripted in ICM.

Insufficient scripting algorithms resulting in the call abandon or inadvertently disconnecting a call before a call is routed.

I would love if someone has a better understanding of edge scenarios where this error might occur. Looking at the CVP logs the call ends normally, but it just doesn't seem normal as it's a significant number when compared to normal abandoned calls.

[bill.king1]

Are you sure it isn't a case where the callers are simply impatient and as soon as they hear hold treatment, they hang up?
If you look at say 10 callers with that scenario, do any of them call right back in (like if it was a technical issue and they were disconnected/lost cell signal/etc.)? If so, can you listen to those call recordings to see if they complain about being dropped?
Or can you listen to the original calls in case there's something unusual going on (no hold music being played, etc.)?

[Troyville]

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@bill.king1 wrote: mywakehealth

Are you sure it isn't a case where the callers are simply impatient and as soon as they hear hold treatment, they hang up?
If you look at say 10 callers with that scenario, do any of them call right back in (like if it was a technical issue and they were disconnected/lost cell signal/etc.)? If so, can you listen to those call recordings to see if they complain about being dropped?
Or can you listen to the original calls in case there's something unusual going on (no hold music being played, etc.)?

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Cisco UCCE PCCE Termination Call Detail Table (named as Termination_Call_Detail) has two fields that provide details on why the call was considered handled, abandoned, and so forth.

[david.macias]

It feels statistically hard for the abandons to go from 5% to 25% for any given interval all of a sudden. It can be higher at times. The callback rate for many of these calls doesn’t seem out of the norm either, but it’s harder to ascertain as we deal with a lot of offices calling in. You know what, listening to the call recording of the next call that ANI makes is a good idea that hadn’t occurred to me. Thank you for the suggestion.

david