Inbound Report - CALL HANGUP REASON STATS

[dianed]

Hi there,

we currently have the following hangup reasons set up:

---------- CALL HANGUP REASON STATS
+----------------------+------------+
| HANGUP REASON | CALLS |
+----------------------+------------+
| CALLER | xxx |
| AGENT | xxx |
| ABANDON | xxx |
| HOLDTIME | xxx |
| NONE | xxx |
+----------------------+------------+
| TOTAL: | xxx |
+----------------------+------------+

would anyone be able to deferientiate between ABANDON and HOLDTIME and also advise what is NONE?

these numbers come from the Inbound Report

[mflorell]

HOLDTIME is a termination of the call because you have a Hold Time option set.

ABANDON means the customer hung up while in queue.

NONE are calls that are currently talking to an agent, or they are due to a misconfiguration in your system.

[dianed]

hi mflorell, thanks for the reply.

with regards to none, if the agent is on a call and the call hangs up, wouldn't it be caller or agent? i still don't get how it could register as NONE, unless, like you said, there is some blip in the system that causes the call to drop.

is it safe to say that we shouldn't have any NONE calls?

can you also explain HOLDTIME a bit more? there isn't anything in the manual about that setting and i still can't make the distinction between it and abandon.

is an abandoned call one that hangs up before our designated HOLDTIME setting, and HOLDTIME hangups are abandoned calls that happened if the HOLDTIME setting was exceeded?

[mflorell]

True, if you r system is configured properly and your agents are not closing their browsers during calls then you should not have any NONE reasons at the end of the day.

As for Hold Time Options, you should read page 76 of the manual.

[dianed]

now, i just need to find out what we've configured....

thanks for the info!!!