CCA

[LB]

When I sum up calls for each queue I usually get higher number that when summing up all calls by agent. Does anybody know what can be the reason (difference is about 1%)

[John Doe]

Have you taken nonACD calls into account? I.e. calls that made by people dialling the Agents extension directly.

[LB]

Only inbound one.

[Fariborz]

Check the "AbandonedFromRinging" calls.
Those calls are diverted from the Q but not answered by any agent.

[LB]

Does it mean that those calls are counted as answered (for queue)?

[cumi]

no. here are some formulas:

Entered = AbandonedInQueue + Diverted
Diverted = Answered + AbandonedWhileRinging + RONA

[LB]

What is RONA?

[cumi]

Redirect On No Answer

Lets say, a call is routed to an agent (because the agent was on "ready"), but actually the agent is not there (went to lunch and forgot to change to "NOT ready").

You can program the Softphone to let the call ring for max 10 secs, then "Redirect" it beck to the queue. Redirect means, without answereing it. Unfortunatly you can not this with every type of switches. If you can not do so, you have to do as following:

1.answer the call
2.put on hold immedietly
3.make a new call (call the RP)
3.complete the transfer immedietly(blind transfer).

But, in this case the call will count as Answered (1.)...