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Depending on the challenge you are trying to solve, you may want to consider different metrics to filter by. 1/ agent "non-response" tracks the contacts routed to an agent but not answered by that agent. a/ That can be phone ringing, agent does not answer, in which case the state goes to "missed", but the customer call is not dropped, it is just served to the next available agent. b/ Or agent rejecting the call, which, again, does not disconnect the call, but pushes it to the next available agent. Abandons are counted for situations where the call is in queue and the customer drops. This includes cases where the customer drops right before the agent answers the call (between phone ringing and answer). If this is the case, the customer abandon will be counted not against abandons in queue, but as agent "non-response" count. So from an events perspective, a contact can be in the IVR (interacting with menus or listening to voice and music prompts), in queue waiting, presented to and agent, connected to an agent. If the customer hang up in the IVR, you will not see an abandon. If the customer hangs up in queue, you will see an abandon count. If the customer hangs up while the call is presented to the agent before answer, the abandon will be counted as "agent non-response". I hope this helps
- Review the time range you're analyzing to ensure it should have abandoned contacts.
- Check your Amazon Connect instance configuration to make sure metrics are being recorded as expected.
- Verify your AWS permissions and roles associated with Amazon Connect to ensure they have access to metrics.
The time range is set, I do have permission to view Historical-metrics. There are few agents, for all of them "Agent non-response" is like 3,4, etc except for one agent whose "Agent non-response" is 18 and "Answer rate" is very low. How do i find the reason behind this and what all are calculated under "Agent non-response" (Missed calls, abandoned calls and ??
Question: Have you done at least one test call yourself where you queue yourself (with no agents in "Available" state, but at least one agent in NPT) and abandon before you answer your own test call? Are you using a Check Staffing of "Available" such that calls are not even being queued unless an agent is available immediately? An alternative would be using "Check Staffing" of "Online" such that callers can actually wait in queue and be able to abandon before their call is answered. Per Magda's answer above, remember that "If the customer hang up in the IVR, you will not see an abandon. If the customer hangs up in queue, you will see an abandon count." -- are you actually "queuing" any callers?
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Oh fantastic point regarding "If the customer hang up in the IVR, you will not see an abandon. If the customer hangs up in queue, you will see an abandon count."
Maybe Manvitha is using a "check staffing" of "available" rather than "online", so calls aren't even being queued unless an agent is available -- thus if a call isn't even queued, it can't be abandoned
"...cases where the customer drops right before the agent answers the call (between phone ringing and answer). If this is the case, the customer abandon will be counted not against abandons in queue, but as agent "non-response" count. " -- Yes this is arguably bad design and a good caveat to be aware of.