Calls Abandond Threshold Time in Reports

[steel451]

Hi

In the Application Performance report does anyone know how Symposium knows what duration should be used in the field "Aban After Threshold"?

Have checked the application threshold classes and there is only reference to "Service Level Thrsholds", all the other options available are for display purposes and not pegging.

Any ideas welcome.

Steel

 

[aperez54]

Nortel Contact Center Manager
Historical Reporting and Data Dictionary
Product release 6.0 Standard 8.15 July 2008

PAGE 256

CallsAbandonedAftThreshold
Description: The number of contacts—excluding DN calls, ACD and NACD calls—abandoned for this application after a wait greater than or equal to the service level threshold for the threshold class to which the application belongs.

Triggers: For local contacts and outgoing NSBR contacts, delays begin when the Master_Script hands off the contact to a primary application. For incoming
NSBR contacts, delays begin when the contact is logically queued to this site. Delays end when the caller disconnects.

 

[aperez54]

Hit submit too soon, sorry.

If a call abandons after waiting in queue longer than 20 seconds (assuming your service level threshold is 20 seconds), then this call is pegged against "Abandoned Calls" and also on the "Abandoned Calls after threshold".

Hope that helps.

 

[captaingadget]

The service level threshold IS the one it uses for all activities pegged against the threshold.

 

[steel451]

Thanks for the quick response, I guess we need to add a custom field to the report then.