Questions on App Performance Reports

[rblev]

I have some questions about the reporting columns in the Application Performance Report.

The calls that show as "Abandoned"... When are they abandoned? And at what time?

Calls that are "Answered after the Threshold" is this after the first level threshold or the second level threshold?

What does the "Max. Abandoned Delay" indicate?

Thank you

 

[guddie]

Regarding "Answered after the Threshold"
there is only one threshold for this. Important is the value for the pegging threshold.
The display thresholds are only for real time reporting

What does the "Max. Abandoned Delay" indicate?
That's the longest time a caller waited before he hung up.

 

[dummyspy]

The calls that show as "Abandoned"... When are they abandoned? And at what time?
>> If u have call by call turn on for all your call, you can find the call details inside. However the report is very big and it have a max limit of storage time. you need to search thru everything to look for that particular time stamp.


Calls that are "Answered after the Threshold" is this after the first level threshold or the second level threshold?
> As mentioned by guddie, threshold is define by the pegging level define in the SCCS client under application, skilsets or agent threshild. The level 1 and 2 only indicates different level or views in Real Time Display.


What does the "Max. Abandoned Delay" indicate?
> If u have only 1 call, the max abandon delay = total time the customer waited before abandon.
If u have more 2 calls, the max abandon delay = get the longest waiting time that customer had waited before abandon..

Hope it helps...