Agent By Application Table 1

[monkeybarfan]

Does anyone know why the Calls Answered figures in the dAgentByApplication tables differ from the figures in the dApplication table.

I use Crytal Reports to sum Calls Answered for one application for one day from the dApplicationByAgent table and the dApplication table and there is a difference of a couple of calls. Now when I get asked to run the report for longer periods, the discrepancy obviously goes up proportionately and I am being asked by managers to explain why the figures are "out".

 

[captaingadget]

Impossible to answer this without knowing your how your calls should be answered.

For example: Do have network skillsets? In which case if a call is answered by a neworked agent then the application will show more calls answered than was answered by the local agents against that application.

 

[monkeybarfan]

We do have network skillsets, but only have two sites, and I add the figures per site together to get the organisational totals.

Sorry if I'm vague, I'm a database, report writing man, with only basic telephony and networking knowledge.

 

[captaingadget]

Run the standard out of the box reports and see if they agree with your custom report. Are you sure you are comparing the same time periods?

 

[monkeybarfan]

Yes i am sure I am comparing the same period, just the one day.

The standard reports give the same results. I checked the scripting and there is nothing out of the ordinary, just queuing to a skillset and listening to voice segments while waiting to be answered.

 

[Milesprower]

In a networked environment, the calls answered fields are correct at the agent and skillset level. At the application level there are two issues:

Glare conditions that can count the call answered (or abandoned) at both sites.

Calls queued to an application are counted by the originating site application and by network application at the remote site. So unless you back out the network script data, you will double count call data.

It is usually tedious to back out the application data correctly, so most of our customers look at the skillset performance reports to get the answered calls data.

 

[monkeybarfan]

Been looking into this, and it seems that the difference in figures always matches the value in the NetOutCalls field in the Application tables.

Is that what you are talking about Milesprower?

Since I have been at this organisation (3 years) when building our Crystal Reports, we have mostly used a sum of Calls Answered at the Application tables to determine call volumes for each department/service. This is a bit worrying now. Have we counted twice some calls that have gone out to our two smaller sites? If so, this would probably result in a decrease in call volumes of between 10-25% - we are already tight on meeting these targets

If this is the case, I'm either gonna be thought of as the hero that discovered it or the whole analyst team is just gonna be called incompetent!!

 

[captaingadget]

If you have been adding the calls offered to an application with the network calls out, then you have been double counting for sure.

Take the credit for finding the error!!

 

[monkeybarfan]

So, just to clarify...

One of our applications is called D2D. Calls all come in to one Symposium server based here, but agents can be logged in on one of two servers, depending on which call centre they work at - this one or another one fifty miles away.

To get the calls answered figure, we need the report to be in this format...

CallsOffered CallsAnswered NetOutCalls *CallsAnswered*
D2D 100 70 10 60

Where *CallsAnswered* is the "true" figure, and the other three fields are directly as they are in the symposium tables.

 

[monkeybarfan]

DAMN - SHOULD HAVE PREVIEWED THE POST FIRST!

So, just to clarify...

One of our applications is called D2D. Calls all come in to one Symposium server based here, but agents can be logged in on one of two servers, depending on which call centre they work at - this one or another one fifty miles away.

To get the calls answered figure, we need the report to be in this format...

CallsOffered CallsAnswered NetOutCalls *CallsAnswered*
D2D 100 70 10 60

Where *CallsAnswered* is the "true" figure, and the other three fields are directly as they are in the symposium tables.

 

[Milesprower]

Monkey, I think you are on the right track. However, you still have the (minor) issue that a call can be counted as abandoned or answered at both the originating and far end sites. This is due to timing issues between the two call centers. It should be a minor issue unless you experience trunking problems between the sites. The correct number of calls answered will be on the NCC skillset Performance Report.