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CyTrack developed and added a new feature that would ensure all incoming calls would have a completion code. These are calls that were not routed to, or did not get answered by an Agent. Calls such as:

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These type of calls can now be tracked, properly tagged and accounted for in CyReport, with just a few configurations on the CyDesk Manager.

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Below is an example of a generated report - Exhibit A, that has significant number of calls tagged without completion codes under “No Completion Code."

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Notes:

The above example shows 56 total calls and only 35 calls were accounted for;
21 calls were unaccounted for and will be considered as ‘missed opportunities’ or wastage;
However, in reality, these are merely or possibly abandoned calls that were not recognised by the system therefore, tagging it with “No Completion Code.”

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Definition of Features:

Min Abandon Time – the minimum time (in seconds) is what defines a ‘Short Call.’
Abandoned Completion Code – completion code for abandoned calls meaning, these are calls that has been in the queue for more than the Minimum Abandoned Time set (in seconds).
Short Completion Code – completion code for “short calls” meaning, these are abandoned calls but has been in the queue for less than the ‘Minimum Abandon Time’ set (in seconds).

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Sample Report:

Below is another example of a report (same number of calls as Exhibit A) that has been configured and properly identified by CyReport.

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