Abandoned calls

[Mohamedseliem]

hi everyone,

i am having a serious issue, we have a call center ( about 22 agent, all are in three queues ), calls are lost very fast and i am confused, where is the issue
wait time is enough and destination if no answer is set to end call after 1800 seconds, agents are avail and still calls drop
what could be the issue, it is very confusing, shall i set it to connect to extension and set the same Q ?????
your support is appreciated

 

[ChrisC_3CX]

Are you completely sure these calls are reaching the "Destination if no answer" routing before the Queue's max timeout? You can run a Call Report and check the following line:

02/17/2022 14:19:45

123456789

Q Q1 (800)

unanswered

00:00:00

00:00:31

Abandoned, sent to "Q's DNA"

Is the talking time seen in bold above much smaller than 1800 seconds?

If this is the case, it may be that the callers are pressing * and are getting routed to the Queue's "Destination if no answer" prematurely.

 

[Queenie]

I'm having the same exact issues. The abandoned rate is as high as the answered calls.

 

[ChrisC_3CX]

I'm having the same exact issues. The abandoned rate is as high as the answered calls.

I have to say, that this by itself is not necessarily a PBX issue, it might just be the result of number of calls, high waiting times, callers hanging up etc. Have you noticed anything in regards to PBX functionality that might be causing these "unexpected" statistics such as the original poster of this thread mentioning that calls end sooner than the Q's master timeout?

 

[Queenie]

Thanks Chris. So i'm not a very Techy personnel this is a view i can share with you.

And this is real time today. I have been experiencing this since the beginning of the year but my technical support team has been unable to provide answers. Agents are available and logged in.

 

[Queenie]

This is my wallboard

 

[ChrisC_3CX]

Well, first thing I'd recommend doing is running a call report and checking if those abandoned calls actually reached the Queue's Maximum timeout or if the hang up the call sooner: https://www.3cx.com/community/threads/abandoned-calls.88087/post-417444

What you see there might give us some more information on what's going on.

 

[Queenie]

This is what i see

 

[ChrisC_3CX]

I see no abandoned calls in that list so you might want to search through the call report more, take a look at the line in my previous reply and look for something similar.

 

[Mohamedseliem]

i see no ABA calls in the report and this is maybe the other thing, is that calls are considered lost without any feedback ( i mean activity log ), and the talking is smaller than 1800 Sec but i think it is impossible that all callers are pressing * , based on our issue, which settings we may check to get this even cleared

 

[Queenie]

Hi
I did take a look but unable to make out anything different . Again pls see todays call report

 

[ChrisC_3CX]

@Queenie, is this something you can replicate at will? I have to say those entries seem like there was noone logged into the Queue at that time :



If you have Queue managers for this queue I'd recommend they check if the agents are logging out when these abandoned calls start occurring.