CUIC report query - answered & abandoned data

[PeteMuscat]

Hi. I am able to extract data from CUIC which shows the volume of abandoned and answered calls (from our call centre) in 20 second blocks (ie answered/abandoned 0-20 secs, 20-40 secs etc etc).

We use an IVR (automated message before the customer is put through to a colleague) that lasts approx 40 seconds.

Would the report/data for answered an abandoned start from when the customer dials the number (ie from the beginning on the IVR) or would it only star counting when the IVR has finished and the customer it put through to a member of staff?

This may be relevant. The report identifies calls that were both answered and abandoned in the first 20 seconds, so I suspect the clock starts once the IVR has finished and the customer is put through to a staff member.

[david.macias]

Is this for UCCE or UCCX or something else?

david

[PeteMuscat]

Hi David. Unsure...sorry, not overly tech savy...I work in the front end (customer) side

[david.macias]

Oh man, you’re going to have some issues with this if you don’t have the right access to the scripting or knowing what type of call center software you’re running. I will assume PCCE/UCCE. There is a concept of call types which are used for service level reporting which includes abandons and answers. It is best practice for a call type to be set right before the call is sent to the queue for an agent to handle it. So in this case the data you’re asking about would NOT include the up front IVR message.

david

[PeteMuscat]

Thanks for the reply David

Pete

[bill.king1]

If you look at the call type names, hopefully the person who scripted the system named them to reflect the function. For instance the one for the inbound number (to help you get call counts but not performance of the agents) might be just the phone number. However, the call type that actually is for the agent experience might be labeled like Sales_English_Queue or Sales_Eng_Q or something like that. This way, anyone looking at the reports knows that Q or Queue or whatnot represents the call after it came out of the IVR and was presented to the agents. Hope that helps, good luck.