RCC Abandoned Call criteria

[coastTek]

Hi
Does anyone know what criteria the Abandoned CLID/DNIS report uses to determine whether a call is classed as abandoned?

I am trying to create a custom report using SQL Server Reporting Services (SSRS) - our RCC runs on MSSQL - and I have not been able to determine from the table structures how the standard report distinguishes an abandoned call from an answered call.

Thanks for any help.
Peter

 

[DBrewsky]

I would guess that any call presented to a skillset that was not answered by an agent or that did not reach the skillset mailbox. I would also believe if there is a transfer point in skillset routing, sending the caller to a hunt group for example, would also be considered as abandoned.

--DB

 

[coastTek]

Thanks DBrewsky.

I have dug around a little further and found a PDF that has helped me.

You are right, it only reports on calls hung up before reaching an agent. It refers to calls that are hung up whilst still on the Control DN (CDN). These are my skillset CDNs. So I think I have enough info to construct my t-sql WHERE clause.

Here is an excerpt from the PDF:

"This report only includes Contact Center calls that incoming callers terminate while held on a
Control DN and before they have reached an Agent. This includes direct and indirect calls to the
Skillset. If there is no CLID, the report displays either the target line (or physical line, if the
target line is not known) that carried the call."

Hope this also helps others.
P