Abandon Delay per call not as a Total

[Parker999]

Can anyone help?

I use Crystal 9 to create reports from a Nortel Symposium telephony system.
I am attempting to ascertain the number of calls (by DNIS) that abandoned (easy bit) and the actual time elapsed per call before the Customer abandoned.

Using Application reports I can group by Calls ABN per 2 second interval but these fields are not avalible with the DNIS reports.

As the standard Symposium DNIS report list total ABN delay overall I know it is counting but need any help on a formula or info how to do per call.

Thanks

 

[MisterMo]

could you post a sample data of what you getting

Mo

 

[Parker999]

Thanks for the reply Mo,

Sound a bit thick here, but how do I attach a sample Crystal report to show you how the data is being present?

 

[MisterMo]

something like the sample below should suffice

fName1   CallId  InitialCall  closedCall
JBlog      1      10.45am        10.56am
ADoe       3      05.32pm        6.00pm

with an explanation on grouping and summary that you have so done far.

If qwe know the data structure of the fields we can better advise



Mo

 

[Parker999]

Ok here goes

ABN ABN Total ABN MAX
09:00:00 4 00:00:60 00:00:30
09:15:00 10 00:02:30 00:00 45
09:30:00 1 00:00:10 00:00:10

Basically the report uses 15 min time intervals to report on and obviosuly keeps a running total of Total Abandoned time and the Maximum Abandoned time.

I can easily work the average but the purpose I need the report requries me to give the actual Abandonment time per call?

I cannot trace this information within the report and will need to write code to work this out.

I hope this makes some sort of sense?

Thanks

 

[MisterMo]

Is that the only data that you have to work with?

If I get this right you have

1)interval of abbandoned calls 15mins

2)number of calls abbandoned within that period

3) the total time for the number of calls ?

4) the highest time ?

is all this data worked out by a system or you done within crystal?

Mo

 

[Parker999]

Mo,

At present this data is produced via a standard Symposium report (which is Crystal based).

This is generally sufficent for our needs but on occasions like this I will write the report in Crystal using the Symposium database (telephony data).

The fields described above are pre-written so I am looking to find a way of extracting the individual abandoment time per call by writing code to extract from the database itself.

If it requires me to use VB to access the DB and this proves beyond my scope I may need to call the experts in, but thought best to try myself initially?

I am assuming (dangerous I know!) that if it is counting the total and the Max then somewhere within the database must be the time waited per call before abandoning???

Dave

 

[MisterMo]

basically what you is to find where the raw data is first and then we can see how to manipulate it to suit your needs

Mo

 

[Parker999]

Cheers Mo,

I will get onto it and get back to you.

Thanks