How to handle Abandoned calls?
Posted by gururajs on March 24, 2009
Is your customer worried about increasing number of abandoned calls? No worry.. 
You can handle the abandoned calls very well in Genesys.
All you need to do is pay me some 100,000 £ (lol)..
To handle abandoned calls you have to first create a strategy that would have the business logic as required to handle abandoned calls. For example, to add the caller’s number to the callback list, or send a mail alert to the supervisor that your golden customer was left alone on the streets i.e., abandoned . What next? Yes you have to execute this strategy in case of abandoned. For this use the function OnCallAbandoned[strategy name] , which sets the strategy to be executed if EventAbandoned is received..
Now you will be happy with appreciation mails from customer..lol..
Cheers!!
Gururaj S
Sundaram said
Hi,
M working in genesys field, but i can’t understand ur thoughts. Can u explain strategy and where is it?
Gururaj S said
Hi Sundaram,
The strategy has to be created with a business logic that will handle the abandoned calls. For example, the strategy could send out a mail to the concerned person with all the details of the call that was abandoned. Once the strategy is created, we can invoke that whenever a call is abandoned using the OnCallAbandoned fuunction.
Please let me know incase you need further clarification.
Regards,
Gururaj S
Alex S said
can you provide a step by step detail of implementing the call abandon strategy?