Discrepancy of Calls Accepted vs. Answered

[jonathan0]

Hi, we have some stragne data (in 1 hour slot):

Queue table: Accepted = 63
Queue table: Abandoned = 35
Agent Group table: Answered = 47 (it "should be" 28. excess = 19 Are these calls transferred or not from outside?)

Jonathan

 

[captaingadget]

I really don't know what "tables" you are getting your data from. "ACCEPTED" is not a term used by Symposium/CC6. What makes you say the agent data "should be" 28, why should it be. If you are looking at the application performance data the discrepancy in calls presented minus calls answered and abandonned is usually calls that have been ROUTED.

 

[jonathan0]

> I really don't know what "tables" you are getting your data from.
Sorry, by "tables" I meant the Meridian ACD reports.

> "ACCEPTED" is not a term used by Symposium/CC6.
We are using Meridian.

> What makes you say the agent data "should be" 28, why should it be.
Well, "should" may not be a proper word. Usually, Accepted - Abandoned = Answered (if there is no transferred calls, etc.), then, 63-35=28 vs. 47


> the discrepancy in calls presented minus calls answered and abandonned is usually calls that have been ROUTED.
Good point. Here, I need to locate the numbers for all items:
-----------------------------------------------------------
NORTEL definition:

Calls Accepted - The total number of calls entering the CDN and receiving controlled operation or default operation.
CALLS ACCPTED = CALLS ANSWERED NO + ABANDONED NO +
ROUTE TO + DISC + BUSY +DFLT DN
-----------------------------------------------------------

 

[pdixon1123]

Any solution?

 

[jonathan0]

> Any solution?
No. I am still waiting for. See attached file for data.

 

[jonathan0]

Attach file again.

 

[jonathan0]

I have a file in local PC. But not sure what format can work.

"H:\My files\DB\NORTEL ACD\Diff call answered.xls".

 

[jonathan0]

retry attachment

 

[jonathan0]

Just realize the attachment only takes in HTTP, not FILE.

Okay. I try again.

 

[Imstillhere]

Not sure what report your running, but some calls may come into an application during one 15 minute increment, and not be treated/terminated until a different 15 minute increment (waiting in que).. and that 15 minute increment may be one that reports on a different hour.

 

[jonathan0]

> that 15 minute increment may be one that reports on a different hour.

But I narrowed down to 1 hour (time slot), as I show in the attached file. The call numbers in all other hours are OK.

 

[sandyml]

Out of curiousity, what ACD reporting tool are you using? What do you have connected to your Meridian that is parsing the raw data?

 

[jonathan0]

Wow. I just had a meeting with the data importing admin: it was a format issue that caused the parser drop some data!!!

 

[jonathan0]

> Out of curiousity, what ACD reporting tool are you using? What do you have connected to your Meridian that is parsing the raw data?

We have a home made application to parse and import all the data from Nortel output into a SQL Srver database. Then we run reports from there.