call abandon rates and announcements

[iclarke]

Hi,

We are currently playing different meridian mail announcements for each of treatments on our symposium express server . There are only 2 channels available for the announcements which means that calls are can be queued waiting for an announcement. This is throwing some of our stats e.g. calls abandoned after threshold and call delay. Is there any way of getting call delay stats from the moment the call enters the queue, rather than when the master scripts is activated and thus ignore the call annoucement related delays or are there any other stats\reports which better serve our purpose.

Thanks
Ian

 

[ecarley]

I believe a skillset report gives you stats from when the calls get sent to the skillset and the application report gives you the stats from when the calls hit the master script.

 

[DancingDave]

Application stats are from when the call leaves the master script

DD

 

[iclarke]

Thanks guys, you have been a big help

Ian