Adjusting The Abandoned Call Threshold - AT&T Call Management System Supervizor's Manual

Changing System Options and Programming Exceptions

Adjusting the Abandoned Call Threshold

One important function of CMS is tracking the number of abandoned calls,
that is, the number of callers who hang up before they've been connected to
an agent. if a CMS agent services a call in an amount of time less than this
threshold, CMS considers the call abandoned. Occasionally an abandoned
call gets transferred to an agent. When this happens, the agent answers the
call and finds no one on the line.
The purpose of the abandoned versus incoming call threshold is to discrim-
inate between those abandoned calls that are connected to agents and calls
that are actually handled by the agents. Distinguishing serviced calls from
abandoned ones gives a more accurate picture of the service level of your
system.
To establish a realistic abandoned call threshold, you need to know how long
agents usually spend talking to callers. If your agents usually spend at least
30 seconds talking to each customer, then you can assume that most calls
that took less than 15 seconds were probably abandoned calls. However, if
your agents often receive calls that take only a few seconds to handle, you
may want to set a low abandoned call threshold, realizing that the possibility
of mistaking an abandoned call "for a "real" call, or vice versa can increase.
You should evaluate the factory setting (10 seconds) for the abandoned call
threshold in light of these factors. If you decide to reset the value, you should
have a good idea of how long your agents spend on each call to reduce the
possibility of mistaking "real" for abandoned calls. You may have to do some
experimenting.
To adjust the Abandoned Call Threshold value:
1. From the Set Options screen, press [F2] (Abandon Thresh). You can
now adjust the Abandoned Call Threshold value.
The prompt is displayed as follows:
ABANDON THRESHOLD: Seconds:
2. Enter a number 1 through 99.
4-6 Changing System Options