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| Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here. |
| Tags: abandon, definitions, terminated |
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 December 3rd, 2009 | #1 (permalink) | ||||||||
| Junior Member
Rep Power: 0  Country:  | Terminated and Abandon Definitions Hopefully a simple question. I just ran a report on our helpdesk line for the 1st time ever. Here's the results for the last 9 months. Number of calls received: 7,759 Number of calls answered: 4,242 (54.77%) Number of calls terminated: 2,912 (37.53%) Number of calls Abandon: 603 (7.70%) What would be the definitions of terminated and abandon? I've scanned the manual and my google fu is failing me. Any help is appreciated. Last edited by bleucube; December 3rd, 2009 at 09:37 AM. | ||||||||
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| December 3rd, 2009 | #2 (permalink) | ||||||||
| Junior Member   Clepex has no status.
Rep Power: 4 Gender:  Country:  | CallsTerminated Description: The number of local contacts and incoming NSBR contacts for this CDN or Route Point, which are terminated under one of the following conditions: - The contact received a Force Busy, Force Overflow, Force Disconnect, Route Call, or default treatment. - (NSBR option only) The call reached a non-ISDN trunk while it is routed to a remote site. - The voice call is transferred to an IVR queue. - (Communication Server 1000/Meridian 1 PBX switch only) The voice call is networked out through an NACD queue. This statistic includes voice calls that receive the Give IVR treatment and are presented with a messaging system voice menu, if the menu options are programmed with CL (to go to a mailbox through a DN). CallsAbandoned Description: The number of local contacts and incoming NSBR calls abandoned from this CDN or Route Point. This includes local contacts networked out through the NSBR feature and abandoned or terminated at the destination site. This statistic includes contacts that receive the Give IVR treatment and are presented with a messaging system voice menu, if the menu options are programmed with CA (to go to a mailbox). | ||||||||
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| December 3rd, 2009 | #3 (permalink) | ||||||||
| Junior Member
Rep Power: 0 Country: | Calls terminated: Calls which get terminated with context like force disconnect, force overflow, force busy and other contexts which denotes disconnection in the script.. For e.g... if the call is disconnected by the system due to timeout for not dialling digits. this can be considered as terminsted.. Calls Abandoned calls which get dropped in the system without proper context, ie the caller would have disconnected forcibly after the call had hit the system.. | ||||||||
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| abandon, definitions, terminated |
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