CMS Split Skill Reporting on Dequeued Calls

[Rebekuh]

We're seeing a huge number of calls showing in the Split Skill reports; we currently have calls present to 4 different queues based on a "round robin" approach and the calls obviously show as "dequeued" on the reports accurately when they are taken back and answered in another queue.
Question - While running the Call Profile split skill report, it's showing high numbers of abandon at all intervals. Are the dequeued calls counting in those Abandoned fields?

 

[Stinney]

No dequeued calls are not part of an abandoned call count.

This document provides all the data points that make up a metric/calculation:

https://downloads.avaya.com/elmodocs2/cms/database.pdf

Dequeued calls are the data item DEQUECALLS:

The DEQUECALLS item is included in the following database tables:

● Split/skill tables
The number of calls that queued to this split/skill as a nonprimary split/skill and whose
disposition was recorded in another split/skill as answered, abandoned, outflowed,
busy, or forced disconnect. The DEQUECALLS item is available with the Vectoring
feature.


ABNCALLS doesn't include DEQUECALLS:

ABNCALLS = ABNCALLS1 + ABNCALLS2 + ABNCALLS3 + ABNCALLS4 +
ABNCALLS5 + ABNCALLS6 + ABNCALLS7 + ABNCALLS8 + ABNCALLS9 +
ABNCALLS10

ABNCALLS includes ABNRINGCALLS, O_ABNCALLS, PHANTOMABNS,
SLVLABNS.



- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius