Difference in abandoned calls between Skillset and Application reports

[pakya123]

Hello Everybody.

Can somebody explain why there is a difference in the abandoned calls between Application and skillset reports.
eg:

Application report:
Offerred- 20 , answered-15, abandoned-5

Skillset report:
Offerred-20 , answered-15, abandoned-3

I am using CC6 with SU04.
I am investigating this....any inputs from you guys will be greatly appreciated.

 

[captaingadget]

Calls will only show as abandoned in a skillset if they are abandoned while the agents phone is actually ringing. If the call has not reached a skillset i.e. it is still waiting for a free agent, then this will not show as skillset abandoned. The application accounts for all activity untill the call is actually answered, the application stats therefore show the true performance. You either have a very long ring time on your agents or they are rejecting the calls.

 

[pakya123]

Why does abandoned after threshhold is same in both the cases?...
Also, in the skillset reports if Offerred = 20, answered= 15, then what is the balanced 5 calls tagged as?

 

[captaingadget]

The application threshold and skillset thresholds can be different values. The application threshold starts as soon as the call hits the masterscript in SCCS5 or as soon as the primary script is executed from the master in CC6. The skillset threshold starts when QUEUE TO SKILLSET command is executed.

With regards to the balance of the 5 calls, you have already answered this yourself from the application report i.e. they are abandoned. I suspect the calls have been presented and then rejected by an agent and returned to the queue where they have been abandoned. Run the agent perfomance report for the agents in this skillset, it will show calls retured to the queue.

 

[StanleySteamer]

Calls will only show as abandoned in a skillset if they are abandoned while the agents phone is actually ringing.

In fact, calls that have started to ring at an agent set will NOT show as abandoned in the skillset.

If the call has not reached a skillset i.e. it is still waiting for a free agent, then this will not show as skillset abandoned.

As long as the call has been queued to a skillset and is abandoned BEFORE being presented to an agent set then the call will show in the skillset reports as abandoned in that skillset.

So to answer Pakka123's question, most likely the script is giving the caller some other treatment like an announcement and some callers hang up before the call is queued.

 

[captaingadget]

Thankyou Stanley, quite right, I stand corrected. In this case then, assuming that the skillset only receives calls from one application, then the calls must have been abandoned before being queued to the skillset. The "application delay before abandon" report should confirm this.