Detailed explanation of abandoned calls on LG GDK /SAMSUNG

[John Richard Procter]

This document applies to:

• LG GDK
• Samsung 500i / 100

Incoming Calls in RUBY:

• If an agent is logged out of the call centre and receives a call,
  it will be counted by TOPAZ, but not by RUBY, since the agent was
  not logged into the call centre. Therefore incoming calls in TOPAZ
  and RUBY cannot match.
• RUBY only deals with incoming data of the call centre group
  that was set up. In TOPAZ these groups need to be set up to
  match RUBY and the reports to only select the configured group.
• RUBY deals with incoming data within the date-time range
  requested. TOPAZ reports on all calls for a 24 hour period.

Unanswered calls in RUBY:

Unanswered calls in RUBY are calculated by the following incoming
actions in TOPAZ:

• I_UNANSWERED (incoming unanswered)
  
• I_UNANINT (incoming internal unanswered)
• I_UNANTRAN (incoming unanswered transfer )
• I_CALLHANG (incoming call hang up)
• I_TRANHANG (incoming transferred call hang up)

ACD Data (abandoned calls in queue):

The data displayed on the RUBY "Group Report per hour of day" in
the "Queue" section, is received from the ACD data of the LG PABX unit
and is not calculated by RUBY.

On the LG we get a collective figure for abandoned calls,
which is reflected on "Group Report per hour of day".

Abandoned calls do not have a ring time, only a duration for
time spent in the queue.

TOPAZ reports all calls made to and from an extension. No queue
data is reported in TOPAZ, unless it is tied to for example the
Call Centre Group instead of an extension. The extension will
then have the Call Centre Group number or the Call Centre group
number will be stored as a reference number.

Therefore TOPAZ cannot show abandoned calls, unless the Call
Centre group is tied to the extension or reference number. You
can pull a TOPAZ report where extension / reference number is
equal to the Call Centre group number.

Queue section in "Group Report per hour of day":

• sample data in "Calls" section
  
  TA050301122112.PNG
  
  
• sample data in "Time" section

2TA050301122112.PNG

For the hour selected, for each day, in the date range selected:

• 1296 calls were in the queue
  
• of which 249 calls were ended before reaching an agent
• 9 is the maximum number of calls in the queue at the same time
• The average time a caller spent in the queue is 39 seconds
• The maximum time a caller spent in the queue is 5:28 seconds

In this example an average of 2.7 agents were logged in for the
hour, to try and handle a total of 1296 calls. 249 calls were
abandoned, after the caller spent 39 seconds on average in the
queue, which gives you an abandoned percentage of 19%.

This means for the hour each agent, in this example 2.7 agents,
had to handle 480 calls (1296 divided by 2,7) per agent. To answer
all these calls, they can spend only on average 7.5 seconds per call,
which explains the abandoned percentage of 19%.

To calculate the number of agents needed, please see:
Why is my abandoned calls high?