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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: varus2 on August 31, 2009, 02:08:27 PM

Title: abandoned calls in RP and VQ
Post by: varus2 on August 31, 2009, 02:08:27 PM

Dear colleagues

We have simple strategy for outbond calls. Strategy contains one target selection block. This Target Seletion block also used VQ. All outbound calls directly routed for some agent group.

In reporting we got equal number of EnteredCalls in RP and VQ.
But abandoned calls in RP more then in VQ. How this situation can be happen?

BR

Title: Re: abandoned calls in RP and VQ
Post by: catanirex on August 31, 2009, 03:17:12 PM

What happens before the routing block in the strategy?

Some type of treatments when customer can hang up?

Title: Re: abandoned calls in RP and VQ
Post by: varus2 on August 31, 2009, 03:40:54 PM

Only some UData.
But call reached TargetSelection block, because RP and VQ has same EnteredCalls number.

Title: Re: abandoned calls in RP and VQ
Post by: catanirex on August 31, 2009, 04:40:28 PM

Can you monitor both the RP and VQ in CCP?

Do so and set up the parameters CallForwarded and CallCleared. Can you match Abandoned+Cleared on the VQ against Abandoned on the RP?

Title: Re: abandoned calls in RP and VQ
Post by: varus2 on August 31, 2009, 07:49:58 PM

RP VQ
Entered 18530 18530
Distributed 17391 14460
Answered 14435 14435
Abandoned 1161        1152
Cleared X        2940

Title: Re: abandoned calls in RP and VQ
Post by: cavagnaro on August 31, 2009, 08:00:13 PM

Can you post the definitions of those stats? Verify that the DCID is activated.

Title: Re: abandoned calls in RP and VQ
Post by: varus2 on September 01, 2009, 10:23:32 AM

Unfortunatelly I can not send definition of these stats (have not access to them).
In any case when we sum and compare stats for RP and VQ we have same value.

Title: Re: abandoned calls in RP and VQ
Post by: cavagnaro on September 01, 2009, 02:54:53 PM

Do you have CCPulse? If so, go and expand the objects of a view pressing the icon (+) like in windows explorer until you reach the stat itself, there you will see the definition of the stat.