CCPulse offered calls and answered, abondened calls do not add up...

[ademince]

Dear all,

Occosionally the offered calls and the total of answered and abondoned calls do not match. We either have 1 or 2 calls more offered or answered. I was just wondering if any of you have seen this and why do you think this happens?

Kind Regards

[mark]

Hi. First thing I would do is confirm what stats are being used.
Offered - is this 'Entered' or a custom calculation?

Mark

[Steve]

My customer has picked up on this many times.

We did work out that if a call RONAs and is then abandoned this can count as 2 abandons, abandoned from the agent and abandoned from the queue?

We have also seen it where RONA is not used, but it is such a small proportion of calls that spending any time on it, is a low priority.

[mark]

Abandoned from ringing is within the 'Abandoned' statistic as standard I thought?

[zentek]

I've seen similar issues at a customer. It ended up being related to the DCID option and how the RONA was handled. In this case, the calls we placed back on a route point controlled by Genesys so it would go a 2nd time around the same queue causing it to be distributed AND abandoned