reporting on Abandon time

[QuietAdmin]

Hello

I am trying to get the Average Abandon time and Max Abandon time by Skillset using SCCS 5.0. Is this possible using the standard reports?

I can find the numbers I am looking for by application, but not by skillset. Any ideas?

Thanks

 

[lretrievers]

Skillsets answer calls; only calls answered are on skillset reports. Abandoned stats are only at the application layer.

 

[QuietAdmin]

Thanks lretrievers, that is what I suspected

But, is there away to track calls abandon after they have been queued. I know most calls are abandon before the call is even queued to a skillset, but once it is can I track how many hang up before a agents answers the call?

 

[lretrievers]

Not that I am aware of. All the abandon call information is at the application level, it doesn't matter how your scripts or written, and when the call actually gets queued.

 

[Supernn]

In the i/d/w/mSkillsetStat table (depending on which period you want to report on) you will find the field "SkillsetAbandoned" which gives you all calls abandoned after being queued.
You have to get access to the Sybase database of your Symposium server by adding an ODBC link to this database and either link the table in Access or import the data in Excel.

Good luck.