Why is my abandoned calls high?

[Belinda Frick]

RUBY will help you calculate how many agents should be
logged in, to reach your required service level (SL).

Use the steps below to calculate how many agents you need.

Please use the RUBY report "Group Report per hour of day".
In the "Queue" section:
"Total" will show calls received during that hour
"Abandoned" will show all calls ended before it reached an agent,
during that hour.
"Max" will show the number of calls in the queue for that hour.
Use this to calculate your busiest hour of the day. Then use the busiest hour
to project the number of agents needed to log into the Call Centre
to handle the number of calls received.

On the RUBY SUPERVISOR, to calculate number of agents needed:
Click on "Erlang".
Enter the required fields:
average call duration
calls per hour
required class of serviceclick on the "View" button at the bottom-right.
Now, use these values for number of agents needed.

The columns indicate the various probabilities for each number
of agents, given the average call duration, calls per hour and
required service level.

"Agents" = The calculated number of agents.
"ASA" = Average speed of answer for all calls (in seconds)
"Service level" = Estimated service level at this number of agents
"P (Delay > 0)" = Probability of call having to wait (i.e. 16.73%
chance of waiting, it's likely that 1 in 6 calls will have to wait)
"ASA (queued calls)" = Average speed of answer for delayed calls
(in seconds)
"Average calls in queue" = Calls in queue (on average)
"Average delayed calls in queue" = Delayed calls (on average)

In the "agents" column, the line with the red figures is the
suggested number of agents to use.

The correct way to calculate the required number of agents is to use
the busiest hour in a year. Ruby will calculate this if you click on
the "Use busiest hour" button. You can also specify the second or
third busiest by typing in the number of the hour you want. The
busiest hour is not determined by number of calls, but by both call
duration and number calls. Ruby will take a short period of time to
calculate the busiest hour, and will show the values in the input
boxes at the top. Click on the "View" button at the bottom-right to
use these values.