CC6 Abandoned eMails 1

[captaingadget]

Our historical reports are showing that some emails in the queue are abandoned. The question I am struggling with is how can an email abandon? Any ideas?

 

[Utreg]

An email pegs as Abandoned in the CDN 'Route Point' Statistics Report when a Supervisor closes an email (via 'right click' and 'Close all') in the Agent Desktop.

I prefer not to use the Sybase (blue) database (where voice call are pegged) but the Caché (MultiMedia) database for pegging emails on my CC6 environment. Since Caché pegs emails more accurately and causes less confusion (no abandon there ;-).

If you investigate further you will find emails pegged as voice in the blue database in a CC 6 environment and skillset totals will not match skillset totals in the Caché database. Hope upgrading to Avaya AURA 7.1 will solve this...

So your emails do not abandon; it's just the way the system pegs them...

 

[captaingadget]

Thanks for the info, very interesting, I never would have thought of this, however, the emails are showing as abandoned in the Application Performance Report, is this likely to be the same thing?

 

[Utreg]

Yes, an Application Performance Report uses also the Sybase (blue) database.