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LB

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CCPulse % Abandoned
« on: January 01, 1970, 12:00:00 AM »
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I need to monitor % Abandoned calls defined as:
Abandoned/(Answered+AbandonedShortAbandoned).
I do not know how to define the statistic to get this number in CCpulse. The problem is how to put ShortAbandoned (abandoned within 5 sec) to denominator.

Best regards,
Grzegorz
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Henrik

  • Guest
CCPulse Abandoned
« Reply #1 on: January 01, 1970, 12:00:00 AM »
Try to use statistic with statistic categroy "ServiceFactor1" with time range no.1 "01" or "0" if it is possible and time range no.2 "05".
WBRs.
Henrik.
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Marked as best answer by on Today at 12:43:08 PM

Henrik

  • Guest
CCPulse Abandoned
« Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • I am sorry... Please ignore my previous message.
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    Vic

    • Guest
    CCPulse Abandoned
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
    If I understand it correctly, you can use Releative Mask here.
    Define the percentage where you specify the Abandoned in MainMask, and Abandoned, Answered and Short_Abandoned in Relative Mask.

    Hope it helps.
    To do 5 seconds, all you have to do is define a new range, and then you can use TotalNumberInTimeRange where you can specify it.

    If you need more help feel free to ask :)
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    LB

    • Guest
    CCPulse Abandoned
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
    I think that you cannot specify Short Abandoned as a mask as it comes from mask Abandoned with appropriate TimeRange. Even if you managed it would count
    Abandoned/(Answered+Abandoned+ShortAbandoned)
    and I need:
    Abandoned/(Answered+AbandonedShortAbandoned).

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