User Guide

How Calls that Abandon Affect Call Type Reporting
This section explains how calls that abandon affect Call Type reporting when a Network VRU
is used for enterprise queuing and translation routing.
There are three types of abandon metrics: abandons at the VRU (prompt or self service), abandons
in the Enterprise queue, and abandons at the agent.
Unified ICM tracks the abandon counts for each of these abandons separately. The time spent
before these calls abandoned is also tracked.
The value represented by the “Aban” column on the Call Type reports provides total abandon
count for the Call Type, and includes calls that abandoned while at the VRU (prompting or self
service), calls that abandon in both Enterprise queue and the ACD queue, and calls that abandoned
while ringing at the agent's phone or en route to the agent's phone. This value is derived from
the TotalCallsAbandToHalf database field.
Reports also provide average time spent by these abandoned calls in the “Avg Aban Delay
Time” field. This field represents the average delay time of all abandoned calls that ended in
this Call Type during the current half-hour interval. This is derived from
Call_Type_Half_Hour.CallDelayAbandTimeToHalf /
Call_Type_Half_Hour.TotalCallsAbandToHalf.
To separate information gathering and queuing statistics, you can also determine the time spent
by a call only in the Call Type where the call abandoned. This is tracked in the
CTDelayTotalAbanTimeToHalf database field. This includes only the time spent in the Call
Type where the call abandoned and not all Call Types.
Consider this example:
•
A call spends 30 seconds in the information gathering Call Type, "Info_Call_Type".
•
The script then changes the Call Type to the queuing Call Type say Queue_Call_Type and
the call is queued.
•
After 15 seconds waiting in queue the call is abandoned.
In this case, the total time spent by the call before abandoning is 45 seconds. However the time
spent by the call in the “Queue_Call_Type” where the call abandoned is 15 seconds. The Call
Type statistics for the “Queue_Call_Type” is updated as follows:
Queue_Call_Type
•
CallDelayAbandTimeToHalf = 45 seconds
•
CTDelayTotalAbanTimeToHalf = 15 seconds.
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
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Chapter 6: Reporting on Customer Experience
Reporting on Abandoned Calls