How CMS logs a call over midnight 3

[Ding07]

Is it true that CMS counts a call which started before midnight and ended after midnight as the next day's call? Thanks in advance for your responses!

 

[SF0751]

I'm not sure, but I think that the call is counted by when it is answered, not when it is completed. From the CMS help file, for the defination of ACDCALLS in a Split/Skill report: The number of split/skill and direct agent ACD calls answered by the agent that connected during interval.

Susan
“Before you criticize someone, you should walk a mile in their shoes.
Then, when you criticize them, you are a mile away ...
and you have their shoes.”

 

[Ding07]

This does make sense by CMS definition of ACDCALLS, thanks!

 

[Stinney]

Although that's what the CMS help file might say, it doesn't appear that is what happens. I've run into situations where it appears to say one thing, but reports reflect another, I've taken to testing everything.

I ran a test for your question to be sure I remembered correctly that it reports the call in the interval it completes:

Made a call at 11:26am, queued to skill and answered by test agent at 11:26am.

Allowed the call to continue until 11:32am and hung up.

CMS interval report doesn't show the call in the 10:30 - 11:00am interval when the call started and was answered, but does show it in the 11:30am - 12:00pm interval when the call ended.

It would seem to make sense as CMS can't perform time calculations (ACD TIME, HOLDTIME) etc., until the call is complete.

So for interval reports it reports the call in the interval the call completed. I would assume it's the same for the daily report and would report on the next day's reports, but would have to test it.

It really is worth setting up a test queue, agent, vdn and vector to test out what CMS reports.


- Stinney

Favorite all too common vendor responses: "We've never seen this issue before." AND "No one's ever wanted to use it like that before.

 

[inerguard]

You're right that it counts ACD calls in the interval that the call finished in.

If you want to know what interval the call started in you need to look at Flow in.

Call hits a vdn / vector, now send this to another vdn/vector with the queue step only in the 2nd vector. You'll see flow out from the first vdn and flow in on the 2nd.

Test with this setup and you'll see the difference in ACD calls answered compared to the flow in figure.


[Started on Version 3 software 15 years a go]

 

[Ding07]

Thank you all for your valuable analysis!

 

[europe]

if you really need to know the number of calls that pass over a interval or just pass over date change only external call history can help you out....

If needed I can help you out on that if your cms is r13 or newer

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe