Symposium Reporting!! - HELP!!!

[RichardStones]

Has anyone experienced the following:

We are currently using Symposium V3.0. We are looking to upgrade to version 5.0 with web client next year, not sure whether this will resolve the below query though??

We are running a historical application report which displays the calls offered, calls answered and calls abandoned etc etc. This is broken down by 15 minute interval, however it is showing that in some 15 minute slots that we have answered more calls than we were offered. Apparently due to the call being offered in one 15 minute slot and then answered in another. For my reporting purposes I use half hour slots not 15 minute.

Does anyone know how to get round this?? The stats just don't make sense. The breakdown does not add up, it can show that you have answered more calls than you were offered. Also the abandoned figure does not equate to the difference between answered and offered.

E.G.

11:00 48(OFF) 50(Ans) 0(Abn)

11:15 56(Off) 51(Ans) 10(Abn)

I have never experienced this with other telephony systems such as Avaya or Aspect. So they must get around this somehow.

Can Symposium be changed to report in 30 minute intervals and does anyone know how Avaya / Aspect report calls that stray across intervals??

Help would be much appreciated!!!



Thanks

Richard

 

[pdulfo]

This is a 'fun' aspect of the reporting periods. Especially if you have calls that are holding for a long period of time.

The difference in figures can relate to calls arriving in one period and being abandoned in another. In extreme cases a call could arrive at 1 second before a new period, wait for 15 mins 2 seconds before abandoning. This call would the show as an offered call in period 1 and an abandoned call in period 3.

No way around this.

Also when figures dont add up also check you terminated calls.




---------------------------------
PDulfo aka pdiddy

 

[KillianK]

Hi,

Extract the call by call data and minipulate the data, I am a vendor now but I used to use the Application data. see how you get on? See how you get on?

Killian

NextiraOne Ireland