Calls unaccounted for

[Michael]

I am having an issue with calls being unaccounted for. For example, Genesys reports show 72 calls entered for an interval but (Calls Answered = 36 and (Calls Abandoned, Calls Abandoned within TR, Calls Forwarded, Calls Cleared, Calls Abandoned @ Ring Time all = 0)). The raw data in DMA and DataMart show exactly what is in the report.

I have been unable to account for the other calls. Is there another category that these calls could be located in? We are running DataSourcer 7.1, ETL 6.5, Stat Server 7.0, and T-Server 7.1 for Nortel w/ Symposium.

Thanks!
Mike

[eugene]

how about CallsDistributed?

[Michael]

Calls Distributed = Calls Entered

[eugene]

really?  hmmm......I thought calls entered = calls distributed + the other statistics you mentioned in your post

[Michael]

You are correct. However, in the report the Calls Distirbuted = Calls Entered and all the other stats are 0's. I'm baffled. Any suggestions / thoughts would be appreciated.

Thanks!

[vic]

I am having the same problem. I cannot find all the calls:

entered - abandoned - answered > 0 and there is no short-abandoned.
Stat Server 6.5

I cannot find the extra calls anywhere!

[tony]

Gents,

Calls Entered does not necessarily mean Call Distributed:

Is it possible that your ACD/PBX has moved the calls off the RP?
Also, is it possible that your calls have been removed by some other means, from the RP (transferred, moved by another Routing Strategy, etc.)

Tony

[LeszekM]

If Calls Entered = CallsDistributed - it means that the Stat Server is probably "aware" what is happening to the calls, even if the switch is doing something to these calls. If the Stat Server lost track of the calls  (for example because of the network problems) then CallsDistributed would be 0 (or at least CallsDistributed + CallsAbandoned + CallsCleared would be < CallsEntered).

So I think the problem is in the statistics.

Michael,
Do you use standard reports or custom reports?
Do you use filters? Maybe the filter is applied to severeral statics but not applied to others?

Do the discrepancies occur all the time or it happened once?

Regards,
Leszek

[Michael]

All,

I am using custom reports (currently without filters). The issue was first noticed about a month ago and has continued since. Initially, we thought it was related to a Stat Server 7.1.x upgrade but that has since been backed out and the issue is still occurring (although it wasn't noticed prior to the upgrade).

We are running a very mixed environment (T-Server 7.1.004.01, URS 7.0.101.03, Stat Servers 7.0.x, ETL 6.5.x, Data Sourcer 6.5 AND 7.1 (different sites) and Brio 6.6.

To answer Tony's question, I meant that in my report the values for N_Entered and N_Distributed are the same. It is possible that the PBX is moving the calls. However, histroy tells us that N_Answered is the problematic area. N_Entered appears to be consistent with other intervals for that date / time / DOW. N_Answered is 50% of N_Entered and N_Distributed. With that said, I need to address two concerns of the business line. 1. Why are answered calls so low? 2. What happened to the other calls?

I am going to run a canned report for the ACDQ and see if the PBX is moving calls to the Q.

Thanks!
Mike

[LeszekM]

Michael,

Please check if you have "ThisQueue" attribute in EventRinging when an agent gets a call from the ACD queue. it is mandatory for ACD calls. Maybe a month ago the switch configuration was changed.

Regards,
Leszek

[Michael]

I would venture to say that the calls are not default routing. The canned ACDQ report show no calls during the timeframe I am investigating. Secondly, the business line would have reported an issue with the expected volume of default calls if that were the case.

I looked through several T-Server logs and could not find any default calls to confirm the "AttributeThisQueue" attribute.

Thanks!
Mike

[tony]

I may have missed the point but what about Abandoned calls?  You mention N_Entered, N_Distributed and N_Answered but what of N_Abandoned?

I'm hoping it's not that simple, but you never know!

Tony

[Michael]

Tony,

I wish it was that simple. In my initial post I mentioned that all "normal" stats (Calls Aband, Aband w/i TR, Forwarded, Cleared, Aband @ Ring) are all 0's. This is how the issue was discovered by the business line. They were reviewing the reports and noticed (76 calls entered, 35 calls answered, and nothing for ANY other category). Since then, I have been working to identify where the calls have gone, but I have been unable to do so. The raw data in DMA and DataMart show exactly what the report is showing. The canned ACDQ report shows that no calls were entered in the ACDQ for the day that I am using to investigate.

As far as I know there were no anomalies for July 18th and the issue appears to be ongoing. We do have a project for August to standardize ALL reporting components (except Brio) on 7.2.x as we are currently running mixed major releases. Could this be part of the issue? I wouldn't think so as the issue seemed to arise only after a Stat Server 7.1.0.18 upgrade (which was subsequently backed out but the problem remained).

Am I missing a stat that should be included? Normally the categories that I listed add up to N_Entered within a call or two.

Thanks to everyone for the help so far!
Mike

[LeszekM]

Michael,
Is it possible that in the call center exist DNs that are getting  ACD calls but are not monitored by the T-Server (for example - because you are run out of licenses or you have several DNs not properly configured)?

Leszek

[Michael]

Leszek,

I had not checked the licensing. I know that all available licenses are checked out but am not sure whether they are all in use. I will verify.

Thanks for the information.

Mike