Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ademince on September 17, 2010, 02:03:32 AM

Title: CCPulse offered calls and answered, abondened calls do not add up...
Post by: ademince on September 17, 2010, 02:03:32 AM

Dear all,

Occosionally the offered calls and the total of answered and abondoned calls do not match. We either have 1 or 2 calls more offered or answered. I was just wondering if any of you have seen this and why do you think this happens?

Kind Regards

Title: Re: CCPulse offered calls and answered, abondened calls do not add up...
Post by: mark on September 17, 2010, 10:21:46 AM

Hi. First thing I would do is confirm what stats are being used.
Offered - is this 'Entered' or a custom calculation?

Mark

Title: Re: CCPulse offered calls and answered, abondened calls do not add up...
Post by: Steve on September 17, 2010, 04:49:19 PM

My customer has picked up on this many times.

We did work out that if a call RONAs and is then abandoned this can count as 2 abandons, abandoned from the agent and abandoned from the queue?

We have also seen it where RONA is not used, but it is such a small proportion of calls that spending any time on it, is a low priority.

Title: Re: CCPulse offered calls and answered, abondened calls do not add up...
Post by: mark on September 21, 2010, 09:25:11 AM

Abandoned from ringing is within the 'Abandoned' statistic as standard I thought?

Title: Re: CCPulse offered calls and answered, abondened calls do not add up...
Post by: zentek on November 04, 2010, 03:06:58 PM

I've seen similar issues at a customer. It ended up being related to the DCID option and how the RONA was handled. In this case, the calls we placed back on a route point controlled by Genesys so it would go a 2nd time around the same queue causing it to be distributed AND abandoned