CUIC 8.0(4) Abandoned Since Midnight

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    This document was generated from CDN thread

    Created by: Neil Ambrosen on 07-07-2011 11:15:11 AM
    Hi
     
    I have a customer that needs to report in realtime on abandoned calls since midnight.
     
    Looking at the schema this basically means we need to use hidden fields from the CallTypeRealTime report to display these values as I believe this is the only place that metric exists?
     
    We were initially looking to use RouterCallsAbandQToday but this would only cover calls abandoned in queue not ringing at an agent phone.  For this we would need the value RouterCallsAbandToAgentToday. And then perhaps add them together.  Looking through the schema I notice there is a TotalCallsAbandToday and believe this will provide what we are after.
     
    Can you confirm?
     
    Thanks
    Neil                   

    Subject: RE: CUIC 8.0(4) Abandoned Since Midnight
    Replied by: Joey Wang on 07-07-2011 10:23:04 PM
    I found following description for TotalCallsAbandToday in the schema document,
    The total number of queued calls, non-queued calls, and calls thatabandoned at the agent desktop since midnight.
     
    So I think this field can cover all the calls abandoned since midnight.

    Subject: RE: CUIC 8.0(4) Abandoned Since Midnight
    Replied by: Philip Montsinger on 10-10-2011 01:20:29 PM
    One thing to keep in mind is that RONA calls will be counted in TotalCallsAbandToday which depending on your business process may or may not be true abandons (they aren't in our case).  We use RouterCallsAbandQToday to avoid that.