WebEx Contact Center - Reporting on non-Offered Calls

[Christopher-Gugliotti]

Hello,

My organization is trying to dig deeper into the available WebEx reporting to get a better sense of how our individual departments are performing. Specifically, we are having some staffing trouble in one department and want to use reporting to see the true impact it is having on our callers. Since most of our reporting is Agent-level, it does not show much information about the number of callers who sit in the queue and either leave while waiting, or wait for our voicemail to take their call.

I have begun using some Customer Session Reports to try to find this information, but am struggling with the many types of Abandoned Type, Termination Type, Handled Type, etc. and using those fields to show exactly how many calls came into a specific queue, how many were offered/handled (that much I think I have a grasp on), how many calls hung up in the queue, and how many calls waited until the queue timed out and sent them to our voicemail.

I am currently using a filter on the report to show all calls that hit that queue's IVR Script, since not all calls are tagged with a Queue Name, thus potentially being missed in reports.

Apologies for the detailed context. In short, I am looking for any recommendations on the best way to report on the quantity of non-answered calls to our queues and what ultimately happened with those calls.

Any advice is very much appreciated.
Thank You.

[MHirschmann]

Hello I have tried to invent the wheel with both CUIC and Analyzer. To be honest since I discovered 2Ring Dashboards & Wallboards it made my life easier. I f you need more info on this topic let me know. but let me show you our desktop layout and just to make sure this is just the tip of the iceberg.. I have created Agent personal Dashboards with a single template for 100+ agents and Wallboards for large rooms to show correlated KPI's for ServiceNow and Cisco WxCC data. 

Regards,

Marco 

[Christopher-Gugliotti]

Thank you for sharing that information, Marco. I had not heard of 2Ring but will do some research on that. Do you perform any reporting on calls that are not Offered? My main goal for the moment is to accurately tell how many callers in one of our queues never get offered to an agent at all and either abandon in the queue or filter out to voicemail after the queue times out. 

[gkovanis]

Hello @Christopher-Gugliotti , below graph may help you understand how termination type can be used to see at which point a call was terminated:

Now, if you also want to use Abandoned Type variable, these short explanations could also help to understand what each value means:

• Treatment -> call ended in IVR/self_service stage
• Queue -> call ended while parked/in queue
• Agent-Connect -> call ended in Ringing stage before connecting to agent

Now, to your two specific queries:

• To see if a call was abandoned before it went to queue or while waiting in queue, you can use either Termination Type or Abandoned Type, based on the values above.
• To find how many of these calls were abandoned after reaching maximum queue time, you can create a column that uses the profile variable Count of Contact Session ID, with following two filters:
  1. Termination Type = abandoned
  2. Queue Duration > "Your Max Queue Duration For These Queues"

Let me know if that helps.

[Christopher-Gugliotti]

Thank you @gkovanis for the diagram and descriptors. If had a call with the scenario below, what would you say happened to that call? Based on the queue time, it looks like it may have timed out to voicemail, but was curious if I could also tell that from the info below:

Is Offered = 0 
Is Handled = 0
Handled Type = abandoned
Abandoned Type = N/A
Termination Type = normal

[dprasad]

hi @Christopher-Gugliotti 

I found below definition for the Abandoned Type in analyser reports. It seems like there is no N/A state. Are you able to share your report?

[Christopher-Gugliotti]

Hi @dprasad 

I am using a Customer Session Record report with a filter on only showing calls that went to a specific "IVR Script Name", 

Please see below for an image of some of the exported results:

Thank You