Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dink on November 22, 2007, 03:49:16 PM

Title: still problems with abandoned calls
Post by: dink on November 22, 2007, 03:49:16 PM

When a call arrives at an agent and the agent does not answer the calls

- CallsAbandonedFromRinging gives me the calls which are redirected to the Queue; not according to specs IMO because the caller don't take action;
- CallsAbandoned gives me the calls which are abandoned from the Queue

I can live with that but ...

when the caller hangs up while ringing both statistics are incremented; and I've problems with that; I tried to used the statistical type Total_Forwarded to count calls which are not answered by agent and are redirected to the queue; however the latter seems not to work

Anyone who can help me out

Title: Re: still problems with abandoned calls
Post by: cavagnaro on November 22, 2007, 05:47:24 PM

If you check stat server reporting guide you will see that statistic CallAbandoned is like CallAbandon + CallAbandonfromRinging, so you need you create a new stat that only uses what you need. I'm very sure a identical question was asked not so long ago, please search on the forum for avoid double answers.