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Grzegorz Ostrowski

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CCAnalyzer
« on: January 01, 1970, 12:00:00 AM »
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I have found in CCAnalyzer reports that Calls Entered <> Calls Abandoned + Calls Answered
What else can happen to the call except being Answered or Abandoned (from statistics point of view)?

Grzegorz
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KM

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CCAnalyzer
« Reply #1 on: January 01, 1970, 12:00:00 AM »
Calls routed to a different nonGenesys site, outbound, dropped, etc
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eva

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CCAnalyzer
« Reply #2 on: January 01, 1970, 12:00:00 AM »
It depend on your routigstratagy.
Can you describe it?

Normally Calls Entered = Answered + abandoned + abandoned by ringing
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Grzegorz Ostrowski

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CCAnalyzer
« Reply #3 on: January 01, 1970, 12:00:00 AM »

Routing strategy assigns skillgroup based on DNIS and attached data. When it knows the skillgroup then it look for agent with skill=3,skill=2,skill=1 (all those targets have "use virtual queue" checkbox checked) and if not found the call is redirected to ACDQueue (with the same number as virtual queue).
I monitor virtual queue to get statisitc for the required skillgroup.

What is the difference between abandoned and abandoned by ringing?
(I assume that abandoned are while waiting in a queue and abandoned by ringing are calls after being distributed from a queue/routepoint and before answered by an agent. Am i right?).

Grzegorz
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eva

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CCAnalyzer
« Reply #4 on: January 01, 1970, 12:00:00 AM »
Hi,

yes you are right,
abandoned Calls are Calls who abandon in the queue and abandoned Call by ringing abandon at the phone. But they are not counted as distridute.

ILm not sure if I have understood your stratagy right.
If it is possibel for you, you can send me the startagy by mail.
And I will have a look.

Eva
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Vic

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CCAnalyzer
« Reply #5 on: January 01, 1970, 12:00:00 AM »
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    • Can I ask you why your ACD queue has the same number is your birtual queue? From reporting point of few, it would still be seen as a totally different queue even if it has the same number as your virtual queue...

    You are right about "abandoned while ringing" definition.
    What kind of discrepancies did you find with CCA so far? Did you notice that some of statistics do not match the ones compiled by CCon? :)

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    Grzegorz Ostrowski

    • Guest
    CCAnalyzer
    « Reply #6 on: January 01, 1970, 12:00:00 AM »
    I don't use CallCon. However I can found out that numbers reported by CCPulse and CCA are different (I monitor login time in CCA and making screenshots from CCP at the end of the day statistics use TimeProfile 00:00) Have you had similar problem so far?
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