How to handle Abandoned calls?

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

    Hi,

    M working in genesys field, but i can’t understand ur thoughts. Can u explain strategy and where is it?

  • Gururaj S

    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

    can you provide a step by step detail of implementing the call abandon strategy?