Subject: FW: Talkdesk abandoned calls issue
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Heta Nyrhinen (HNYR)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Thu, 10 Mar 2022 14:53:25 +0000

Hi Pritish,

Hope you are doing well!
Could you update me on this matter?
It’s very important for me to have your confirmation that all agents knows that the KPI of call length is max 15 min.
I am interested in knowing why Denisa has held a 2-hr. what was the call about?  Same goes for the other agents listed below.

Thank you!

Best regards
Sara Aknooni (SRAK)
Team Manager Global Support, Global Support& Service
+45 4470 0124
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/>
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From: Josephine Veena Dorairaj (JVDO) <[email-masked]>
Sent: Monday, March 7, 2022 5:14 PM
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Hamed Rahnama (HARH) <[email-masked]>
Subject: RE: Talkdesk abandoned calls issue

Hi Sara,

The agents who had long calls are:

Denisa
Arjun Hurry
Bharath Bhusan
Shivangi
Ismael
Bharath Bhattacharya
Rosette
Josie

Call Type
Talk Time
Agent Name
Phone Display Name
Disposition Code
outbound
02:07:11
Denisa Magda
German enterprise
inbound
01:18:53
Arjun Hurry
US Gaming Temp Number
Successful Call
inbound
01:02:19
Arjun Hurry
US and Canada Enterprise
Successful Call
outbound
00:54:28
Bharat Bhushan
inbound
00:51:58
Bharat Bhushan
US and Canada Enterprise
inbound
00:48:35
Daisuke Murata
Japan Gaming
Successful Call
inbound
00:45:12
Arjun Hurry
US and Canada Enterprise
Successful Call
outbound
00:44:52
Bharat Bhushan
Successful Call
inbound
00:44:11
Arjun Hurry
US and Canada Enterprise
Successful Call
inbound
00:41:56
Shivangi
Australia Enterprise
Successful Call
inbound
00:41:53
Ismael Zakaria
France Enterprise
Successful Call
inbound
00:37:52
Rosette Modiri
US Gaming Temp Number
Successful Call
outbound
00:37:47
Bharat Bhushan
US and Canada Enterprise
Successful Call
inbound
00:37:14
Rosette Modiri
US and Canada Enterprise
Successful Call
inbound
00:34:15
Arjun Hurry
US and Canada Enterprise
Successful Call
inbound
00:34:09
Adelina Paula Bartes
German enterprise
inbound
00:34:07
Josie Lau
China Gaming and Enterprise Temp Number
inbound
00:33:56
Bharat Bhattacharya
US and Canada Enterprise
Successful Call
inbound
00:33:42
Arjun Hurry
US and Canada Enterprise
Successful Call
inbound
00:33:32
Bharat Bhushan
US and Canada Enterprise
outbound
00:32:27
Ismael Zakaria
UK Enterprise
Successful Call
inbound
00:32:01
Pravesh Singh
US and Canada Enterprise

Venlig hilsen / Best regards
Josephine Veena Dorairaj
Technical Support Specialist, Global Support and Services
+45 21684511
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Sent: 7. marts 2022 16:57
To: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Cc: Hamed Rahnama (HARH) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Talkdesk abandoned calls issue

Hi Josephine/Hamed,

Thank you for working on this matter.
It’s good news in a sense because now we know the root cause.
Please ensure we have full clarity on the phones stats to avoid of this panic from happening in the future.
I am in contact with Saurabh to reflect this observation,
Could you share the names with me too?

Best regards
Sara Aknooni (SRAK)
Team Manager Global Support, Global Support& Service
+45 4470 0124
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 7, 2022 4:50 PM
To: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Cc: Hamed Rahnama (HARH) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Talkdesk abandoned calls issue

Hi Sara,

We have discussed on Abandoned calls and got few explanations from Ashish and Talkdesk knowledge base. Here is the summary:

  1.  Abandoned calls are the calls that did not reach the agents because the customer disconnected while in the waiting queue or in the IVR.
  2.  When we count the number of abandoned calls, we should remove the calls that was hanged up in IVR because these calls were disconnected by the customers or lost connection.
  3.  Initially we had approximately 900+ abandoned calls for the past 30 days. But after removing the calls that got hanged up in IVR the number got reduced to 354-this is the overall abandoned call for the past 30 days.
  4.  Out of 354 abandoned calls 193 are for China line and 79 for Japan line. Please see the attached Pivot table generated by Hamed.
  5.  We have noticed that few agents had very long talk time like 2 hours, 1 hour, 40 minutes etc. This could also lead to long waiting times that cause the abandoned call. The agents names are sent to Pritish and he will take the corrective action.
  6.  According to our Agent setup we shouldn’t have any abandoned English calls as we have 24/5 English agents working. But we can expect other language abandoned calls as we might receive calls after the working hours or on weekends.

Venlig hilsen / Best regards
Josephine Veena Dorairaj
Technical Support Specialist, Global Support and Services
+45 21684511
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Josephine Veena Dorairaj (JVDO)
Sent: 7. marts 2022 15:04
To: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Cc: Hamed Rahnama (HARH) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Talkdesk abandoned calls issue

Hi Sara,

Sure.

Hamed, Ashish and I have meeting today to discuss on this issue.

Venlig hilsen / Best regards
Josephine Veena Dorairaj
Technical Support Specialist, Global Support and Services
+45 21684511
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Sent: 7. marts 2022 14:45
To: Hamed Rahnama (HARH) <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Subject: RE: Talkdesk abandoned calls issue

Hi Hamed,

Thank you!
I just submitted to TalkDesk Support.
@Josephine Veena Dorairaj (JVDO)<mailto:[email-masked]>please get Ashish involved to have a look on this, he might have experience there.
Thank you!

Best regards
Sara Aknooni (SRAK)
Team Manager Global Support, Global Support& Service
+45 4470 0124
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Hamed Rahnama (HARH) <[email-masked]<mailto:[email-masked]>>
Sent: Monday, March 7, 2022 2:23 PM
To: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>
Subject: Talkdesk abandoned calls issue

Hi Sara,

Please find below our observation for abandoned calls in the Talkdesk.

  *   There is inconsistency between Ring Group and Talkdesk Number in the reports that it is a technical issue, and we need to ask Talkdesk.
  *   We have abandoned at weekends (Saturday and Sunday) which is not reasonable as we don’t work on weekend then the system should not register those calls as abandoned.
  *   We need to understand the logic in the Talkdesk how to register a call as abandoned and to check the possible option and setting for that in the Talkdesk.

I added Josephine in loop.
Please arrange a meeting with Talkdesk team to fix these issues.

Best regards​​
Hamed Rahnama
Technical Support Specialist
+45 25356894
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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