IPCC call counted as abandoned even there are agents in ready status

Document created by cdnadmin on Jan 24, 2014
Version 1Show Document
  • View in full screen mode
This document was generated from CDN thread

Created by: OOCL ISD on 04-01-2010 02:42:45 PM
During our recent development, we made changes to our existing script to remove the select and skill group nodes.
After doing these changes, we found from our report that a call will have chance to be treated as abandon even there are agents available.
 
Our report is referring to the field TotalCallsAbandToHalf in database views CALL_TYPE_HALF_HOUR and TotalCallsAdandToday field in CALL_TYPE_REAL_TIME. The call type we are looking at is CHI_EXPORT, which is the last call type before distributing the call to agents.

Please refer to attachment icm_script_before.gif for our script before the change and icm_script_after.gif after our change. Differences are highlighted in red in both screen capture.

Do you know the reason for this?

Remarks: we are using IPCC Enterprise version 7.0

Attachments

    Outcomes