CMS short abandons

[RGarcia87]

Is there somewhere in the switch where we can set a threshold for short abandons in CMS?

 

[dkindness]

Depending on what you're looking for:

You can set the phantom abandon timer in CMS - you can change it using cmssvc then swsetup. The CMS database item is PHANTOMABNS which is no of ACD calls with a talk time < value of timer.

For calls abn in queue, you can set VDN and Split/Skill call profile settings in CMS where you specify no of seconds per service level then measure how many calls abn in each service level. eg if you want to know how many abn < 5 secs, you could set service level increment 1 to measure 0 to 5 secs. CMS database item ABNCALLS1 would correspond to calls abn during service level increment 1.

 

[RGarcia87]

The problem we are having is we have this CTI product called Genesys along with it's scheduling application. Genesys is collecting data from our switch (not CMS) and we are having a hard time reconciling call data. A Genesys engineer claims that CMS doesn't record short abandon call's. Genesys is recording more call's than CMS by a couple of hundred call's.

 

[kschut]

If you have BCMS on your Definity, does that match with Genesys, or does that match with CMS?

 

[RGarcia87]

Genesys doesn't match with neither. Genesys is showing more call's than both. I'm thinking maybe it could be Genesys duping call's.

 

[CMick]

Hi RGarcia,

Your original inquiry for this thread is precisely what I am trying to accomplish today. In fact, prior to coming across this string I had started a new thread.

My situation is, I would like to discount calls with abandon times of 20 seconds or less. Is this done on the switch or via the the Call Center Admin drop-down on CMS? When I reviwed the current skill settings on the Admin drop down, the first Inc is 15 secs, which I would probably need to increase to 20 (and so on).

If the switch is where the abandon rate is set, how do I do it? Or, if CMS is the area to change, do I need to turn data collection off to make the changes? (I tried making the changes in the Skill Profile setup but they didn't stay for some reason).

Thank you in advance for your help,
-cmick

 

[Coineandude]

if genesys is getting data from the switch and NOT from CMS, no amount of data manipulation in CMS is going to help you. At what level are you viewing the data you are using to compare to genesys? VDN? Vector? Split? At what level is genesys aggregating the data? VDN? Vector? Split?

Find out what genesys is doing and look at that in CMS

Be sure you are comparing apples to apples or your numbers will never match up.

 

[RGarcia87]

This is an old posting. This was resolved over a year ago. Thanks anyway.