Subject: Re: Abandoned Report - Aug 2022
From: Saurabh Dadu <[email-masked]>
To: "Heta Nyrhinen (HNYR)" <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, Deeksha Dadu <[email-masked]>, Ashish Dabral <[email-masked]>, "Pravesh Singh (LSM)" <[email-masked]>
Date: Wed, 31 Aug 2022 13:53:27 +0000

Hi Heta,

Its easy to create a ticket for such calls without getting into any technical config.

In the Admin > Integrations > Notifications in TD.  Under Alerts - Go to Missed call alerts - set Abandon Call Alerts - Email Notifications

Set an Email to be sent to your support email address with Phone number, call date, call time. This would trigger an email to Zendesk which would create a new ticket. Customer can be called back and that ticket can be closed.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Heta Nyrhinen (HNYR) <[email-masked]>
Sent: 31 August 2022 6:57 PM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; Ashish Dabral <[email-masked]>; Pravesh Singh (LSM) <[email-masked]>
Subject: RE: Abandoned Report - Aug 2022

Hi Pritish,

We can’t have customer data sent to agents by email, as this can be a potential data breach. Also we might not get the number for all abandoned calls. I will look into if it would be possible to create tickets for missed calls, as it would be good to call those customers back.

Venlig hilsen / Best regards

Heta Nyrhinen
Project Manager, Global Support and Service
+45 4470 0148

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark

<https://www.eposaudio.com/en/us/enterprise/products/adapt-660-amc-bluetooth-headset-1001125>

eposaudio.com<https://www.eposaudio.com/> · Follow us here

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From: Pritish Nandi <[email-masked]>
Sent: 31. august 2022 14:24
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Saurabh Dadu <[email-masked]>; deeksha <[email-masked]>; Ashish Dabral <[email-masked]>; Pravesh Singh <[email-masked]>
Subject: Re: Abandoned Report - Aug 2022

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,

Also, to propose that we can setup a abandoned alert through which agents can get a notification when a call is abandoned so that they can quickly call the customer back. This would help us reach to all customers.

However, in this the agents will get an email notification with customer phone number so that they can call back. Will that be okay with you?

This will not impact the customer anyhow and also have us reach everbody.

Let me know your thoughts.

Regards,

Pritish

________________________________

From: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
To: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>, "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>, "Pravesh Singh" <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, August 31, 2022 5:19:05 PM
Subject: Abandoned Report - Aug 2022

Hi Heta,

PFB the abandoned report for Aug 2022 and some analysis:

  *   We have seen high abandond calls on Chinese, French, Japan lines
  *   When checked I found the call flow in chinese line increased and also the abandoned calls were mainly when one agent was on breakor on another call.
  *   Chinese agents have picked 467 calls in total which is highest in the team
  *   For French abandoned calls we have less agents but I do accept the agents were not availble throughout which have resulted in some abandoned calls. I have spoken to then French Support Team and they will be vigilent in terms of French calls. Also
  *   For Japanese abandoned calls I have reviewed the "Agent Status Report" for Mary and can say that most of the calls were abandoned when she was on break or on another call.

Long Calls:

  *   We have 61 long calls in total for the month which is 3.20%
  *   Last month we were at 5.31% long calls and if we compare with this Month we have Improved.
  *   We will still be analysing the long and sharing feedback with the agents specially with the agents who have higher number of long calls.

Row Labels

inbound

Grand Total

Jeet Behera

9

9

Sebastian Constantin Coldea

8

8

Adelina Paula Bartes

6

6

Arjun Hurry

6

6

Josie Lau

6

6

Tiantian Xiang

5

5

Ismael Zakaria

4

4

Grace Boussi

4

4

Pravesh Singh

4

4

Sven Thiele

3

3

Shivangi

3

3

Denisa Magda

1

1

Karan Mahajan

1

1

Pritish Nandi

1

1

Grand Total

61

61

Total Calls

Total Abandoned

Total Missed

Aban %

Miss %

APAC

849

54

12

6.36%

1.41%

EMEA

737

32

7

4.34%

0.95%

NA

314

15

7

4.78%

2.23%

Total Calls

Total Abandoned

Total Missed

Aban %

Miss %

EPOS

1900

101

26

5.32%

1.37%

Call Type

Country

Week 32

Week 33

Week 34

Week 35

Week 36

Abandoned calls

Total Calls

%

Abandoned

China

11

7

4

3

1

26

508

5.12%

France

4

3

1

6

5

19

157

12.10%

Japan

5

1

8

4

16

108

14.81%

US

2

4

1

5

1

12

283

4.24%

UK

1

5

6

59

10.17%

HK

2

1

2

5

27

18.52%

India

2

2

1

5

113

4.42%

Mexico

1

1

1

3

16

18.75%

German

2

2

265

0.75%

Denmark

1

1

2

44

4.55%

Australia

2

2

75

2.67%

Belgium

1

1

2

17

11.76%

Netherland

1

1

18

5.56%

Abandoned Total

23

20

11

35

15

101

Call Type

Country

Week 32

Week 33

Week 34

Week 35

Week 36

Missed calls

Total Calls

%

Missed

China

1

3

1

2

7

508

1.38%

US

2

2

2

6

283

2.12%

Denmark

2

1

3

44

6.82%

HK

3

3

27

11.11%

German

1

1

2

265

0.75%

France

1

1

157

0.64%

Mexico

1

1

16

6.25%

Belgium

1

1

17

5.88%

Japan

1

1

108

0.93%

Australia

1

1

75

1.33%

Missed Total

8

7

3

4

4

26

1500

Regards,

Pritish Nandi