Aban Time, Ring Time mismatch

[badoodle]

Hi. I am running CMS reports on Aban Calls and Aban Time. On one specific skill, we've gotten feedback from operations of "dropped calls" but on split skill interval reports, shows abandoned time of >25 seconds. Ran an agent trace to compare and ring time is anywhere from 1-5 seconds.

Comparison looks like this -
aban time-:27 = ring time-:02
aban time-:29 = ring time-:04

Any ideas why reports are showing different times? TIA!

 

[Stinney]

Not sure what the confusion is? The call was abandonded after 27 seconds, ring time during that wait time was 2 seconds. The caller abandoned during ring and ring time is included in total abandoned time. Same for the second example, caller abandoned the call while the call was ringing.

Calls may abandon during many phases of processing, including during vector processing, after
being queued to a split/skill, and while they are ringing at an agent or station.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius