Calls Abandoned vs Calls Terminated 4

[koochandkai]

I'm just getting my feet wet with Symposium -- am trying to use information from some of the canned reports, but have limited documentation and technical support within the organization. I'm hoping someone can help me with the basics....
What is the difference between Calls Terminated and Calls Abandoned?
I also noticed that the Calls Offered data is not consistent between all reports. Any thoughts on what is going on?
Thanks so much!

 

[atascoman]

Calls Abandoned refers to calls that were disconnected by the caller, usually they get tired of waiting or they dialed the wrong number and hang up. A terminated call is a call that is transfered outside of symposium and released. If you are using route call or have calls going to a voice treatment and then releasing them the call will show as terminated. Also, if someone is listening to a voice treatment and they hang up I have had those appear as terminated as well.

The calls offered can vary from each level of reporting since the databases in Symposium collect at 4 different levels - CDN,Application,Skillset and Agent. While calls travel through each of these databases, the data is stored seperately and depeding on how your scripting is setup the values can be different. I have seen it where the calls are disconnected in that nanosecond between the different levels and then the call is not counted correctly.

 

[DancingDave]

See if you can get hold of the reports.pdf. This has a full list of report definitions including how to some fields are calculated and a data dictionary for statistics.

I think you can get it from the Nortel website, although there must be plenty of sites with documentation posted on them. If no other posters have any suggestions as to where to look for this, I could pass you a copy.

 

[koochandkai]

Thanks so so much to atascoman and DancingDave. Your responses helped me tremendously!

 

[cgilmer]

Just remember that if you force a call to a voicemail using an EM treatment from a menu or the Service DN table its going to count as a call abandon not a terminated.