Skillset calls don't add up

[jazzy157]

I have a skillset where calls offered, calls answered and Skillset calls abandoned don't add up on the Skillset crosstab report. I know there can be discprencies between intervals but not in this case. For the entire day, there is a discrepency. The app and cdn reports don't show any routed, or terminated calls so that's not it. Any help would be appreciated

 

[doe13]

I spent a few hours last week trying to track down the problem. I finally found the "missing" calls in the 'Application Call Treatment' report pegged in the Default column which means they are routing to the Default skillset. I am still trying to figure out why it's happening.. but did find the calls.

 

[jazzy157]

Thanks. That report does show them on the app level. I did find out where the discrepency in my report. We use a call presentation that allows the call to ring at the agent's phone. If the call is presented to the agt and the caller hangs up while it is ringing at the agt's phone, the call is counted as abandoned on the app level but NOT on the skillset level. I guess the theory is that the call is not queued to the skillset once it routes to the agt. So the Crosstab report for the skillset will show 1 call offered but 0 calls answered and 0 calls abandoned for that interval.