Skillset offered doesnt equal Answered + Abandoned

[tonyh1977]

I've created custom skillset reports using Brio Designer. My skillset report shows CallsOffered, Answered, and SkillsetAbandoned. The problem I'm having is that CallsOffered usually does not equal Answered + Abandoned. Sometimes there is 10% or more of calls that are unaccounted for.

I need to be able to account for those calls. Does anyone know how?

Thanks,
Anthony

 

[johnjose]

It´s normal also in my call centres. Here is extract from Reporting Manual:
Why does CallsOffered not equal CallsAnswered plus
CallsAbandoned?

This can occur for two reasons:
_ A call pegs as offered in the interval when it is
first processed by the Master script. It pegs as answered
when the call is answered, or it pegs as
abandoned when the call is released.
_ A call that is offered to a Symposium Call Center Server
agent (that is, an agent who is configured on the server)
can be
_ answered
_ abandoned
_ given a treatment, such as Force Disconnect, Overflow, Route To, or Default

jj

 

[tonyh1977]

Yes I've seen that in the data dictionary. I don't understand the first reason. Does it mean that a call can peg as offered but not answered or abandoned? Or peg as answered but not offered or abandoned? Or peg as adandoned but not offered or answered?

 

[Magpye]

Have you got Abandoned before Threshold in your report ?
If your threshold is say 10 seconds, any calls that hang up before then will not be counted as Calls Abandoned, but will show up in Abandoned before Threshold.
From memory, ABT column isn't in the standard report, you need to add it into a custom report.

You'll probably find that the totals will start to add up, or at least account for some of the 'missing' calls..

 

[tonyh1977]

Mag,

ABT is not available on the skillset. Only Abandoned After threshold and that doesn't account for the missing calls.

 

[rginter]

The call has received another type of treatment - routed, terminated. Add your other treated calls to the answered and abandoned and they should equal your offered.