Symposium Express Abandoned Calls Pegging

[LWEB]

Does anyone know how Symposium Express will peg a call that opts out of waiting in queue to go to voice mail? Is that Abandoned or Answered? Any input will be greatly appreciated. Thanks.

 

[captaingadget]

It pegs it as "ROUTED" and accounted for in the application call treatment report.

 

[LWEB]

Would you by chance know why in an Application by Performance report the Answered calls, and Abandoned calls fields don't add up to the Offered Calls field? I can't figure out how this is pegging? Thanks again for your input!

 

[yyrkroon]

look at the cdn statistic report - total calls should be = or within 1 or 2 if you add up, offered, abandonned and terminated.

application performance doesn't give you a column for terminated calls

there's no single report that will give you the full picture, you'll have to look at several or write your own.

 

[captaingadget]

Most likely to do with my previous answer - routed, but they could also be "terminated" i.e. if there is a DISCONNECT command in the script. Yes, I know it's an express but they still have scripts.

It's a bit of an oversight in my opinion the the application performance report does not account for this type of activity. The application call treatment report does account for this.