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  • Congratulations Mike Lewis on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!

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  1. zkhandwala

    Questions about abandonment capture

    This is very helpful information, MP and CG. Thx much, and now I need to make a decision as to whether or not to include Network Script abandonment in our numbers. Based on your collective experience, what's common practice here? It seems to make sense to do so, but I'm a little concerned...
  2. zkhandwala

    Questions about abandonment capture

    Miles, thx for the very helpful post! I'm beginning to get a grasp of the relationships here, but it's your last paragraph on 'edge conditions' that troubles me a little. Would you be able to give me an example of each of the abandonment pegging cases (i.e. when it's pegged 'Site B Network'...
  3. zkhandwala

    Questions about abandonment capture

    Thx for the response, Captain. Actually, our calls are force-answered, so I don't think this can be the case. Admittedly, I don't fully understand the Applictaion-Skillset relationship. Is it not the case that a call can actually be 'in' a skillset/queue (i.e. somewhere between an Application...
  4. zkhandwala

    Questions about abandonment capture

    Hi All, I'm looking at the way we do our reporting here, and I have some concern about the way we capture our abandonment volume. I'm hoping someone can help me with the following: 1. We currently capture abandonment at the Application level, which I've been told is correct, but I'm seeing...

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