Real Abandoned Calls for a VDN

[belzoni]

Hi,
I'm confused with the ratio PERCENT_VDN_ABAN=100 * (sum(ABNCALLS) / sum(INCALLS)) because inside the INCALLS you have ABNCALLS + ACDCALLS + OTHERCALLS and I'm not sure if the OTHERCALLS have been attended or not.
I find more secure to mesure the ratio like
100* ABNCALLS/(ACDCALLS+ABNCALLS)

Does anybody agree with that or have a reason to defend the Avaya ratio?

Note: in my vectoring I don't redirect calls from one VDN to other VDN but some of them appear as Outflowcalls that are part of Othercalls.

Thanks and regards form Spain

 

[belzoni]

Sorry....no case on this issue?