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offered calls
- Thread starter mohdhy
- Start date
From the "Frequently Asked Questions" section in the NTP (Historical Reporting and Data Dictionary):
Why does CallsOffered not equal CallsAnswered plus
CallsAbandoned?
CallsOffered does not equal CallsAnswered plus CallAbandoned for two reasons:
?? A call pegs as offered in the interval when it is first processed by the Master
script. It pegs as answered in the interval when the call is answered, or it pegs as abandoned in the interval when the call is released. The call offer and call answered/ abandoned events might not occur in the same interval.
?? A call receives a treatment, such as Force Disconnect, Overflow, Route To, or Default, instead of being answered or abandoned. You can create a custom formula to account for all calls given a treatment (the formula varies depending on the types of treatments you use). When you add this custom formula to CallsAnswered and CallsAbandoned, the result should be close to CallsOffered. (The result may not be equal to CallsOffered if calls are offered in one interval and answered, abandoned, or given a treatment in another.)
Why does CallsOffered not equal CallsAnswered plus
CallsAbandoned?
CallsOffered does not equal CallsAnswered plus CallAbandoned for two reasons:
?? A call pegs as offered in the interval when it is first processed by the Master
script. It pegs as answered in the interval when the call is answered, or it pegs as abandoned in the interval when the call is released. The call offer and call answered/ abandoned events might not occur in the same interval.
?? A call receives a treatment, such as Force Disconnect, Overflow, Route To, or Default, instead of being answered or abandoned. You can create a custom formula to account for all calls given a treatment (the formula varies depending on the types of treatments you use). When you add this custom formula to CallsAnswered and CallsAbandoned, the result should be close to CallsOffered. (The result may not be equal to CallsOffered if calls are offered in one interval and answered, abandoned, or given a treatment in another.)
captaingadget
IS-IT--Management
Run the application call treatment report. This will tell you whether any calls were Routed, disconnected, defaulted etc, and will explain any apparent discrepancies.
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