AbandCallsPercentage

[julkrom]

Hi Everyone

Can explain why Genesys is using two stats for calculating the Abandoned Calls Percentage?:

[b]For Historical:[/b]
PC_N_ABANDOVED

FORMULA
case
when N_ENTERED = 0 then 0
when N_ABANDONED > N_ENTERED then 100
else convert( float, N_ABANDONED ) * 100 / N_ENTERED
end

[b]For Real Time:[/b]
AbandCallsPercentage

(Sum(CallAbandoned) * 100) /
(Sum(CallDistributed) + Sum(CallAbandoned))

Please help me to understand why of this, because the Customer wanna see the same AbandCallsPercentage in CCPulse and as BRIO too, but trying to simulate the stat from CCPulse in the DMA, I can't found the Category: RelativeNumberPercentage.

Thanks a lot for your comments

Regards!!!