Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Michael on July 25, 2006, 02:34:10 PM
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I am having an issue with calls being unaccounted for. For example, Genesys reports show 72 calls entered for an interval but (Calls Answered = 36 and (Calls Abandoned, Calls Abandoned within TR, Calls Forwarded, Calls Cleared, Calls Abandoned @ Ring Time all = 0)). The raw data in DMA and DataMart show exactly what is in the report.
I have been unable to account for the other calls. Is there another category that these calls could be located in? We are running DataSourcer 7.1, ETL 6.5, Stat Server 7.0, and T-Server 7.1 for Nortel w/ Symposium.
Thanks!
Mike
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how about CallsDistributed?
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Calls Distributed = Calls Entered
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really? hmmm......I thought calls entered = calls distributed + the other statistics you mentioned in your post
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You are correct. However, in the report the Calls Distirbuted = Calls Entered and all the other stats are 0's. I'm baffled. Any suggestions / thoughts would be appreciated.
Thanks!
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I am having the same problem. I cannot find all the calls:
entered - abandoned - answered > 0 and there is no short-abandoned.
Stat Server 6.5
I cannot find the extra calls anywhere!
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Gents,
Calls Entered does not necessarily mean Call Distributed:
Is it possible that your ACD/PBX has moved the calls off the RP?
Also, is it possible that your calls have been removed by some other means, from the RP (transferred, moved by another Routing Strategy, etc.)
Tony
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If Calls Entered = CallsDistributed - it means that the Stat Server is probably "aware" what is happening to the calls, even if the switch is doing something to these calls. If the Stat Server lost track of the calls (for example because of the network problems) then CallsDistributed would be 0 (or at least CallsDistributed + CallsAbandoned + CallsCleared would be < CallsEntered).
So I think the problem is in the statistics.
Michael,
Do you use standard reports or custom reports?
Do you use filters? Maybe the filter is applied to severeral statics but not applied to others?
Do the discrepancies occur all the time or it happened once?
Regards,
Leszek
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All,
I am using custom reports (currently without filters). The issue was first noticed about a month ago and has continued since. Initially, we thought it was related to a Stat Server 7.1.x upgrade but that has since been backed out and the issue is still occurring (although it wasn't noticed prior to the upgrade).
We are running a very mixed environment (T-Server 7.1.004.01, URS 7.0.101.03, Stat Servers 7.0.x, ETL 6.5.x, Data Sourcer 6.5 AND 7.1 (different sites) and Brio 6.6.
To answer Tony's question, I meant that in my report the values for N_Entered and N_Distributed are the same. It is possible that the PBX is moving the calls. However, histroy tells us that N_Answered is the problematic area. N_Entered appears to be consistent with other intervals for that date / time / DOW. N_Answered is 50% of N_Entered and N_Distributed. With that said, I need to address two concerns of the business line. 1. Why are answered calls so low? 2. What happened to the other calls?
I am going to run a canned report for the ACDQ and see if the PBX is moving calls to the Q.
Thanks!
Mike
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Michael,
Please check if you have "ThisQueue" attribute in EventRinging when an agent gets a call from the ACD queue. it is mandatory for ACD calls. Maybe a month ago the switch configuration was changed.
Regards,
Leszek
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I would venture to say that the calls are not default routing. The canned ACDQ report show no calls during the timeframe I am investigating. Secondly, the business line would have reported an issue with the expected volume of default calls if that were the case.
I looked through several T-Server logs and could not find any default calls to confirm the "AttributeThisQueue" attribute.
Thanks!
Mike
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I may have missed the point but what about Abandoned calls? You mention N_Entered, N_Distributed and N_Answered but what of N_Abandoned?
I'm hoping it's not that simple, but you never know!
Tony
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Tony,
I wish it was that simple. In my initial post I mentioned that all "normal" stats (Calls Aband, Aband w/i TR, Forwarded, Cleared, Aband @ Ring) are all 0's. This is how the issue was discovered by the business line. They were reviewing the reports and noticed (76 calls entered, 35 calls answered, and nothing for ANY other category). Since then, I have been working to identify where the calls have gone, but I have been unable to do so. The raw data in DMA and DataMart show exactly what the report is showing. The canned ACDQ report shows that no calls were entered in the ACDQ for the day that I am using to investigate.
As far as I know there were no anomalies for July 18th and the issue appears to be ongoing. We do have a project for August to standardize ALL reporting components (except Brio) on 7.2.x as we are currently running mixed major releases. Could this be part of the issue? I wouldn't think so as the issue seemed to arise only after a Stat Server 7.1.0.18 upgrade (which was subsequently backed out but the problem remained).
Am I missing a stat that should be included? Normally the categories that I listed add up to N_Entered within a call or two.
Thanks to everyone for the help so far!
Mike
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Michael,
Is it possible that in the call center exist DNs that are getting ACD calls but are not monitored by the T-Server (for example - because you are run out of licenses or you have several DNs not properly configured)?
Leszek
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Leszek,
I had not checked the licensing. I know that all available licenses are checked out but am not sure whether they are all in use. I will verify.
Thanks for the information.
Mike
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Currently, I have 377 sdn licenses and 164 in use @ the call center. It doesn't appear that licensing is the issue. Also, none of the configuration objects (agent DN's, etc...) have changed in months and the issue just seemed to arise a month or so ago.
Any further thoughts?
Thanks!
Mike
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Are you able to see (in CCPulse) the status of ALL (this is important!) the agents that get the calls from the ACD queue?
Leszek
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Now that I have my Stitch avatar next to me, I feel invincible!
Regarding the total number of calls entered and distributed,, here are my thoughts:
- since we have distributed equal entered, calls did exit this routing point. This does not mean that these calls went where they supposed to. Answered is only counted when calls are sent directly to the agent from that queue and the call was answered. If you have another routing point, then you are out of luck: answered would not be counted.
- it is possible, but highly unlikely that CCA just somehow managed to make up these calls. So, I would go and check what happened to those calls using Queues and STATUS table in StatServer (if you are using it) or CallConcentrator. What I would do is:
- get the list of all connection ids that went through that queue during that day
- run these connid verses Status table. This will tell me if any of the calls have not reached the operator. If there are calls like this, then these calls were somehow disregarded by PBX. Look at default routing for PBX and see what is happening there.
Using SCDR table in CCON will help you a big deal in finding what happened to all the calls and finind an explanation for what has happened, but since you are asking this question, I assume you do not have one. So my next poke in the dark would be to check whether or not you are using LDS or hot-standby URS. When you use LDS and LDS by msitake send the interaction to a different URS while it is in queue (EventTreatment, etc), the call will be dropped.
If you do not have that then check the default routing again and make sure that it did not go somewhere. Also, check default routing DN set in the strategy, URS and T-Server. There is a chance that calls were defaulted to those DNs and went to somewhere from there.
MY last hope would have to do with treatments. On some PBXs, treatments are actually VDNs with music scripts on them (Avaya), thus forcing URS to actually SEND the call to that VDN while it is queued. If there is some sort of problem with handling the music or if no more interactions can be handled by that VDN, the call would be dropped to default.
Of course, there is ALWAYS a hope that this is just a bug that Genesys needs to fix. I see that you are using CCA 6.5, so what if there is a bug in CCA 6.5?
Actually, I have somewhat of a similar problem - Entered - Distributed - Abandoned > Answered. And yes, we are using CCA 6.5 so I was hoping that upgrading CCA would fix this problem, because there is absolutely nothing I can think of that would explain this.
Sorry for the rant...
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Victor,
Thanks for the detailed response.
- The only time a call would leave the RP without going to an agent would be to go to VTO for messaging and then back to the original RP to pick up where it left off in the strategy.
- Currently. we are not using the STATUS / QINFO table for stat server. This is planned as part of our reporting suite upgrade during the month of August.
- Unfortunately, we are not using CCON or LDS.
- Default DN for RP, URS, and PBX are all the same. I was unable to find any "stray" calls landing on this RP.
- We are using a Nortel PBX (groan) so VDN's aren't an issue.
- Try adding "Cleared, Aband @ Ring Time and Forwarded" to the left side of your equation. When we included these stats, the numbers came out "to the penny" almost every time. That is until a month or so ago when we began noticing our current issue.
Thanks again for the information.
If anyone out there has something more to add, it would be greatly appreciated.
Thanks!
Mike