Need to Understand Call-by-Call Report Output.

[rachelle]

I am following the steps that the call has taken but, I don't understand what the disconnect message is trying to tell me. It shows NORM,DISC SRC: ABSENT. What does ABSENT represent? What can make this happen?

During an hour, we received several "dead air" calls. They all seem to have this type of disconnect tag. I am trying to find out if this is my problem or the IVR handing me the call. Any details or explanations would be greatly appreciated. Thanks!!!


rlc

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.

 

[sandyml]

My interpretation would be the caller (source) has already disconnected from the call.

 

[rachelle]

There was a hour where an entire rash of calls came in and they all had this as a tag. Is there a document to show the various disconnect options, with possible causation?

rlc

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.

 

[Utreg]

Should be in the '297-2183-914_8.21_Performance_Management_PERFM.pdf' section: eCallByCallStat views

Lots of Call Events are listed there except 'ABSENT', that one is absent?

 

[rachelle]

Wow, you weren't kidding. There were a ton of codes but, nothing that even came close to what I was experiencing. Thanks for the doc name. Cheers!

no matter where you go, there you are.
"This participation is persona and does not represent the United States Census Bureau." They make me say this.

 

[j00012]

NORM,DISC SRC: ABSENT this event is shown every time the agent hangs up the call. So the discription of your problems really is not related to the event. I am also researching a similar scenario you described. I am finding that the caller probably abandoned the queue, but the call was still active and was presented to the agent anyway. Is there anyone else experiencing this problem?