Lost Call Metric

[namesrhard2pick]

Hello,

I have a user who is using CC Viewer to monitor his ACD group. On the Group List he shows the following metrics at the bottom.

Avg PCA: 100.00
Avg GOS All: 97.7
Total Lost All: 77
Total Calls Waiting: 0
Total Answered All: 263

I am concerned with the Total Lost All showing 77 as it seems pretty high. However, on his Real-Time Status he has the Metric Lost Ext: that only shows 8.

I understand Lost All is internal and external and Lost Ext is only inbound external. Even the Lost Call count on the Call Back Request List in CCV doesn't match.

Any feedback would be great on what I could be missing here.

Thanks.

 

[intrigrant]

Let me know if you have figured it out then i will nominate you for the Nobel prize as the most intelligent guy on earth.
I've been working for years with the software and I nevere have had a consistent result.

If it ain't dutch it ain't much

 

[hairlessupportmonkey]

I would move the customer off CCC and onto Chronicall!

ACSS - SME
General Geek

 

[namesrhard2pick]

Thanks for the feedback.