skillset report question

[modjjo]

hi guys,

i have a problem , i hope u can help to solve it.

my problem is in skillset reports ,
for example, The skillset report of 01 June 08 shows 340 calls offered and 316 answered and 0 abandoned,

however, the CDN report shows 346 calls offered,
316 answered, 18 terminated & 12 abandoned.

from the skillset reports i cant know how many calls abondened

any one can help?

 

[captaingadget]

Calls very rarely get abandoned in a skillset they are nearly always abandoned in the application. This is because when a call is presented to a skillset there must have been an agent available else the call would still be in the application. Therefore the only way a call can be abandoned in a skillset is if the caller hangs up the call while the agents phone is ringing.

 

[modjjo]

captaingadget , thanks for your valuable reply