Abandons don't match...

[brewerdude]

We've got a group of agents that answer a set of skillsets. We used to report on abandons via the CDN's that referenced the skillsets. We're changing that to the application so the group can filter out Abandons after Threshold. However, the abandons tagged at the CDN don't even come close to matching the abandons tagged by the application (CDN's are way higher). I can understand with timing and everything it won't be exact, but it should be close. When I look at calls offered from the CDN and application, it only differs by a little bit.

Where are those abandons going?

 

[Skaret]

What are the names of the reports?

 

[brewerdude]

I'm running any canned reports - this is coming right out of the database.

 

[Skaret]

First of all you should install the latest ServiceUpdate for the server and client. Some of the fixes are for reports.

If you compare a CDN-report and an Application-report ("application = script") you must be sure that you print the correct application reports. Abandoned call on CDN could be abandoned in Master_Script (application).

Example MASTER_SCRIPT:
GIVE RINGBACK
WAIT 5
WHERE CDN EQUALS
VALUE 200: EXECUTE SCRIPT PRIMARY_SCRIPT
DEFAULT: ROUTE CALL DEFAULT DN
END WHERE

If a call enter CDN 200 it first arrive at the Master_Script. If the call is abandoned before 5 seconds (WAIT 5) it will be counted as abandoned at the Master_script application - NOT on the Primary_Script Application.

If the scripting is complex - it ould be a nightmare to see why CDN and application reports do not match.

 

[brewerdude]

Our Master script has the following statement at the beginning (upon the advice of Nextira to reduce phantom calls)

IF TRANSFERRED OR CONFERENCED THEN
GIVE RINGBACK
WAIT 4
END IF

GIVE RINGBACK
WAIT 2


Most calls come into Symposium from a menu in voice mail. Would those be considered transfers? If so, then I can see that any call coming from a menu gets 6 seconds of ringing before getting routed anywhere...

 

[Skaret]

Calls from Meridian Mail is to be considered as tranfered, but WAIT 4 is only to give the Meridian Mail 4 seconds of time to finish the tranfer of the call. In reality the call is transferred at once, so this should not be any problem. I always use this in my scripts also. All calls are given 2 seconds of ringing before getting routed anywhere...

 

[brewerdude]

That being the case which is the "more correct" way to report on abandons?

 

[Skaret]

I suggest that you contact your vendor to look at your scripts and explain you which report you should print to give you the correct answer on abanoned calls. It's more easier to find the correct report when they see the call flow.