Symposium - Historical Reports - inconsistancies...

[dehlert]

I have a quick question for the reporting guru's here.

When I look at the stats for our call center for last Friday, I am noticing some inconsistancies that I can not account for.

If I look at the Crosstab - Skillset Performance report, I see 86 calls offered, 71 calls answered, and 5 calls abandoned.

If I look at the Crosstab - CDN Statistics report, I see 87 calls offered, 71 calls answered, 6 calls terminated, and 10 calls abandoned.

I understand the difference in the number of calls offered (one was through our acd_dn_application), but I can not figure out the difference in the number of calls abandoned.

I have run call by call stats for every hour of the day and can verify that calls were presented to agents before the client hung up.

Does anyone have any thoughts of why we are seeing the different number of abandoned calls between the reports..??

Thanks in advance.

David Ehlert
County of Fresno
IT Analyst - Communications

 

[sandyml]

The skillset report only reflects data from the time that a call was queued to the skillset. The CDN report also encompasses time before a call was queued. Thus, a caller can abandon before the call was queued -- for example, if you have a mandatory first ran or a menu. Also, check to make sure all your recordings are working -- if not, and a caller gets silence or ringaway instead of hearing a recording, they may hang up.

 

[dehlert]

Thanks for the pointers. I will double-check the call-by-call reports and have our tech check the programming.

I just wish that the call-by-call reports reported the flow of the calls in the order that they occur.

The call-by-call reports seem to report too many items with the same time-stamp which groups them in the wrong order.



David Ehlert
County of Fresno
IT Analyst - Communications

 

[johnpoole]

not a guru, leave that to the young kids. look at your scripts to see if there are steps that callers can hangup during that are out of the scope of those reports.. we had a simular problem because callers that opt-ed out to leave a call back number.. the call went from the ivr to the call pilot, were neither answered by an agent or abandoned..

without seeing your app's that's my best guess, maybe someone here has a patch if it's a know problem i haven;t seen.. add your swtich type and rls and the symposium rls. have a good day in fresno

john poole
bellsouth business
columbia,sc