Getting calls offered after hours in reports

[Trevatwork]

Hi All

We are having a problem with 2 lines showing calls offered and then abandoned after the line has closed is something wrong with my script?

IF ((DATE = CHRISTMAS_PARTY_DATE) and (TIME OF DAY = CHRISTMAS_PARTY_TIME)) THEN
GIVE IVR theIVR WITH TREATMENT CLOSEDEARLY_GV
WAIT 3
DISCONNECT
ELSE

IF ((DAY OF WEEK = WeekDay_day) AND (TIME OF DAY = WeekDayHours_gv))
OR ((DAY OF WEEK = SATURDAY) AND (TIME OF DAY = RetailSatHours))
OR ((DAY OF WEEK = SUNDAY) AND (TIME OF DAY = RetailSunHours)) THEN
IF (DATE = RETAIL_HOL) THEN
GIVE IVR theIVR WITH TREATMENT RETAIL_HOL_TREATMENT
WAIT 2
DISCONNECT
ELSE
ASSIGN cdn4572_sk TO theSkillset_cv
ASSIGN thefirstWait_tr TO theFirstWaitTreatment_cv
ASSIGN theSecondWait_tr TO theSecondWaitTreatment_cv
EXECUTE SCRIPT generalQueuing_s
END IF
ELSE
GIVE IVR theIVR WITH TREATMENT ClosedTreatment_gv
WAIT 2
DISCONNECT
END IF

I have checked the values in the variables and they are correct, could this come from people hanging up before the ivr ends and the disconnect happens?

Thanks

Trevor

 

[Milesprower]

The script looks ok (although I would break up the clauses and comment to make it easier to follow). I think your assumption is correct. If the caller hangs up before the Disconnect command, they will be pegged as abandoned instead of terminated.

However, to be sure, you can turn on Call by Call reporting for the master script and these applications. Check to see where the after hours calls originate and how they end (abandon or disconnect.)

Make sure there are no ways for calls to hit your applications that avoid the date, day, and time of day checks.

Assuming your assumption is correct, you have a couple options: You can either pull reports only for the open hours, or move the date, day, and time checks into the master script (this is why master scripts can get very long) if you do not want to see these offered and abandoned calls in the primary application reports.