User`s guide

ABANDONED CALL
THRESHOLD
The Service Level Limit you choose depends on your particular type of
business. The Service Level Limit is measured from the time a call first rings
at System 25 until the call is answered by an agent. This includes Answer
Delay time, time connected to the voice announcement unit (if any), time on
hold waiting to be transferred to an agent, and ringing time at an agent
station. You need to decide how quickly you want the majority of your calls
answered. Note that having Force Delay on impacts your service level.
An important function of CMS is tracking the number of abandoned calls,
that is, the number of callers who hang up before they’ve been connected to
an agent. Occasionally an abandoned call gets transferred to an agent. When
this happens, the agent answers the call and finds no one on the line.
The Abandoned vs. Incoming Call Threshold allows you to set the minimum
number of seconds an agent must be connected to a call for it to be
considered a serviced call. By setting this threshold, you can distinguish
between the abandoned calls that are connected to agents and “real“ calls that
are handled by the agents. Distinguishing serviced calls from abandoned
ones gives a more accurate picture of the service level of your system.
To establish a realistic Abandoned vs. Incoming Call Threshold, you need to
know how long agents usually spend talking to callers. If your agents usually
spend at least 30 seconds talking to customers, then you can assume that
most calls that take less than 15 seconds are probably abandoned calls.
However, if your agents often receive calls that take only a few seconds to
handle, you will want to set a lower abandoned call threshold, and the
chance of errors (that is, mistaking an abandoned call for a “real” call, or vice
versa) will increase.
The initial value for the Abandoned vs. Incoming Call
Threshold is 10 seconds.
NOTE: If your CMS lines are Ground Start trunks, the number of
abandoned calls transferred to agents is considerably less than if your
CMS lines are Loop Start trunks.
AUDIBLE ALARM ON/OFF
You can have your PC beep every time an exception message, a system
message, or an error message appears on the PC screen. (An exception
occurs when a service or performance threshold you set has been exceeded.
For more information, see “Selecting Exceptions” later in this section.)
Turning the alarm on is helpful since it will alert you to potential problems
that might occur when you are not looking at the PC screen. Initially, the
Audible Alarm option is on.
TRANSFER RETURN
THRESHOLD
The Transfer Return Threshold allows you to set the maximum number of
times a CMS call will ring at an agent’s voice terminal before being returned
to CMS for transfer to another agent.
You can choose a value of 1 to 9 rings;
the initial setting is 5 rings.
There are two instances in which a call is not transferred immediately to
another agent when the Transfer Return Threshold is reached:
● If no other agents are available when the Transfer Return Threshold is
reached, and the caller has not heard an announcement, the call is
connected to an announcement and then placed in the queue of calls
awaiting transfer to an agent.
4-48 Setting Options