Call Queues - Abandoned call reported even if picked up in 2nd Queue

Discussion in 'Ideas' started by kieferschild, Nov 8, 2017.

Call Queues - Abandoned call reported even if picked up in 2nd Queue 4.9 5 15votes
4.9/5, 15 votes

  1. kieferschild

    Joined:
    Jul 1, 2016
    Messages:
    42
    Likes Received:
    6
    Hi,

    At the moment we have a scenario where if a call is passed from Q1 to Q2 (because Q1 agents are busy), the call is marked as abandoned even though an agent in Q2 picked up the call.

    Could you please design a report (for checking abandoned calls) to have these types of calls excluded from the results as at the moment it's not possible to get a true statistic when calls are in fact being answered.

    Really, the report should take in to account that Caller A's call was serviced despite going through queues.

    Thanks
     
    jeroendebruijn likes this.
  2. the60

    the60 New Member

    Joined:
    Oct 21, 2011
    Messages:
    117
    Likes Received:
    50
    I was just about to post the same thing! Add: If notifications for lost calls are enabled, the call is considered "hung up"/"lost" even if picked up in the overflow queue.
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  3. Silly English Kniggit

    Joined:
    Sep 13, 2017
    Messages:
    215
    Likes Received:
    77
    Wouldn't the already requested addition of agent priority in the queue (your current Q1 = first priority, then Q2 = 2nd priority) be a better solution?

    The call is counted as abandoned because it left the queue - but having two queues is already a work around, so making this change would be a workaround to a workaround instead of addressing the root problem of needing to be able to prioritise agents with an additional level to what's already there.

    This is already in consideration - if you agree this would help, please upvote https://www.3cx.com/community/threa...idually-in-call-queue-in-conisderation.44453/
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
  4. SSJ

    SSJ

    Joined:
    May 30, 2017
    Messages:
    8
    Likes Received:
    1
    While I agree https://www.3cx.com/community/threa...idually-in-call-queue-in-conisderation.44453/ is priority (and should be implemented asap), this thread does bring up a good point:
    Abandoned calls are and should only be when a caller hangs up (i.e. they get tired of waiting listening to holding music, so they abandon their call).
    Or... If the queue's 'Destination if no answer' is set to 'End Call'.

    Callers don't know they're being moved between queues - they're just listening to holding music.
    Every one of these moves between queues is currently considered as an abandoned call - even when the call is answered in the other makeshift overflow queue.

    This hyperinflates the 'Abandoned' and 'Total' stats (and floods the 'Call History' view), because it counts every one of these queue "cycles".
    (The only way I've been able to get the most accurate 'Abandoned' stat, is to add up each agent's individual 'Abandoned Calls' stats in a queue's 'Agent Status' list in the Switchboard view.)

    I think queue switching/cycling could still have a use even if agent priorities are introduced, but shouldn't be considered as abandoned calls.
     
    accentlogic likes this.
  5. DL_

    DL_

    Joined:
    Mar 31, 2015
    Messages:
    55
    Likes Received:
    8
    Yes because prioritisation as it stands on the request does not allow for a certain time to overflow. Using separate queues does allow you to overflow after certain conditions are met. If the prioritisation allows rules to decide to hit the next 'priority level' then it would work.
     
  6. Ben FSUK

    Joined:
    Sep 10, 2017
    Messages:
    14
    Likes Received:
    2
    I've been requesting this type of thing for months, to no avail. Not being able to correctly report on abandoned calls is a huge failing of the 3CX system, and one of the main reasons i'm looking for a replacement.
     
  7. accentlogic

    accentlogic New Member

    Joined:
    Nov 14, 2013
    Messages:
    161
    Likes Received:
    66
    We also don't want callers that leave a voicemail to count as "Abandoned", but as a separate metric called "Voicemail"
     
  8. PaulD

    Joined:
    Jul 4, 2010
    Messages:
    78
    Likes Received:
    8
    Also, not sure that calls outside service hours should count as abandoned ...
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
    accentlogic likes this.
  9. Joakim Ribb

    Joined:
    Feb 19, 2018
    Messages:
    7
    Likes Received:
    1
    +1 we need to have calls shifted from 1st line to 2nd line seen as escalated or something else abandoned
     
  10. voiptoys

    voiptoys Member

    Joined:
    Feb 13, 2013
    Messages:
    493
    Likes Received:
    81
    The impacts of using overflow queues is bigger than stated. True, it messes with the abandoned rate, but there are additional side effects that are undesirable. Last I checked, when you are transferred to an overflow queue, you hear the message "transferring your call" which gives the impression to the person on hold that "finally" their call is going to be answered, only to discover they have just been sent to another queue. Also, when you want to determine how long has someone had to wait in the queue, you now have to sum two values, the wait time in the first queue, and the wait time in the second queue. Finally, it messes with their position in the queue... they were first in the queue, and now they are pushed to (potentially) 3 person in the second queue. None of these things make for happy customers.

    The cause / solution:

    We send people to an overflow queue (in most cases) so we can add more agents servicing callers. I assume that in the second "overflow" queue you have all the same agents that were in the first queue, plus additional agents to expand the number of agents servicing the queue right?

    How about we identify "overflow agents" for each queue. Then, when the SLA has been exceeded, we dynamically add more agents to the queue. As they handle the excess callers, and the numbers drop below the SLA, you could then dynamically remove people from the queue. This is possible today using the web/3CXPhone clients (albeit a manual process). This approach solves all the concerns about abandoned call counts, misleading "transferring your call", summarizing hold times, and changes in position in the queue. Sweet, right? This is a project that I'm dying to do. Who is with me?
     
    Stop hovering to collapse... Click to collapse... Hover to expand... Click to expand...
    futures likes this.