New Completion Codes to classify Abandoned Calls

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:

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

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

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.”

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).

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.

End of article.