Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dink on November 21, 2007, 12:06:14 PM

Title: Total_Calls_Abandoned
Post by: dink on November 21, 2007, 12:06:14 PM

I use the Total_Calls_Abandoned statistical type in CC pulse. But it behaves very strange.

A call comes in and arrives at an agent; the agent does not accept the call and the call is redirected to the Queue; when this happens the abandoned calls is incremented by 1; can someone explain this to me ?

Title: Re: Total_Calls_Abandoned
Post by: catanirex on November 21, 2007, 01:18:05 PM

Check the MainMask in StatServer options. Usually Total_Calls_Abandoned are defined as:
CallAbandonedFromRinging, CallAbandoned
- which means that calls that are abandoned while ringing at an agent counts plus calls abadonend while queuing.

This can be changed if you want to count different, but somewhere you ned to count CallAbandonedFromRinging.

Hope this help!

Title: Re: Total_Calls_Abandoned
Post by: dink on November 21, 2007, 01:53:02 PM

Thx cata; this was really helpful