Simple Calls in / Calls Answered / Calls Abandoned report -- How to?

Version 1
    This document was generated from CDN thread

    Created by: Luis Yrigoyen on 30-04-2012 09:25:47 AM
    Hi,
    I'm trying to build a simple Skill Group report that would show Calls in, Calls Answered, Calls Abandoned by half hour (interval).
    I'm looking at the Skill_Group_Interval table but I can't get the values to "balance".
    So far the following columns give me the closest balance on the values.

    select

    SKI.DateTime
    --, SKI.CallsOffered
    , SKI.ServiceLevelCallsOffered
    --, SKI.RouterCallsOffered as External_Inbound
    --, SKI.InternalCalls as Internal_Inbound
    , SKI.CallsAnswered
    , SKI.RouterQueueCalls
    , SKI.CallsHandled
    , SKI.RedirectNoAnsCalls as RONA
    , SKI.RouterCallsAbandQ as AbanInQ
    , SKI.AbandonRingCalls as RingAbon
    , SKI.AbandonHoldCalls as AbanHold
    , SKI.RouterCallsAbandToAgent
    , SKI.RouterError
    , SKI.IncomingCallsOnHold
    from
    Skill_Group_Interval SKI

     
    What I mean by balance is that if I have 500 calls offered and 495 answered then 5 calls should have been abandoned in Q, abandoned in ring, abandoned to an agent etc. but it doesn't seem to be the case.
     
    We're running UCCE 8.5 with CVP 8
     
     
    thanks

    Subject: RE: Simple Calls in / Calls Answered / Calls Abandoned report -- How to?
    Replied by: Senthil Kumar Natarajan on 30-04-2012 09:38:39 AM
    Hi,
    I'm trying to build a simple Skill Group report that would show Calls in, Calls Answered, Calls Abandoned by half hour (interval).
    I'm looking at the Skill_Group_Interval table but I can't get the values to "balance".
    So far the following columns give me the closest balance on the values.

    select

    SKI.DateTime
    --, SKI.CallsOffered
    , SKI.ServiceLevelCallsOffered
    --, SKI.RouterCallsOffered as External_Inbound
    --, SKI.InternalCalls as Internal_Inbound
    , SKI.CallsAnswered
    , SKI.RouterQueueCalls
    , SKI.CallsHandled
    , SKI.RedirectNoAnsCalls as RONA
    , SKI.RouterCallsAbandQ as AbanInQ
    , SKI.AbandonRingCalls as RingAbon
    , SKI.AbandonHoldCalls as AbanHold
    , SKI.RouterCallsAbandToAgent
    , SKI.RouterError
    , SKI.IncomingCallsOnHold
    from
    Skill_Group_Interval SKI

     
    What I mean by balance is that if I have 500 calls offered and 495 answered then 5 calls should have been abandoned in Q, abandoned in ring, abandoned to an agent etc. but it doesn't seem to be the case.
     
    We're running UCCE 8.5 with CVP 8
     
     
    thanks

     
    Is there any flowout column? Maybe its flowing out to VM or out of ICM?

    Subject: RE: Simple Calls in / Calls Answered / Calls Abandoned report -- How to?
    Replied by: Luis Yrigoyen on 30-04-2012 10:07:18 AM
    We dequeque calls once in queue and if they transfer to voicemail but those get recorded in dequeque.
    I've looked at all the other columns and it seems that the RONA column is double counting or being counted elsewhere.
    I'm getting ready to look into this but I wanted to see if any body out there had ran into this issue.

    Subject: RE: Simple Calls in / Calls Answered / Calls Abandoned report -- How to?
    Replied by: Senthil Kumar Natarajan on 30-04-2012 10:22:44 AM
    What do you see from a stock CT report? Do the numbers match there?

    Subject: RE: Simple Calls in / Calls Answered / Calls Abandoned report -- How to?
    Replied by: Luis Yrigoyen on 30-04-2012 10:33:37 AM
    I haven't really looked at that; due to our call flows I can't really use the call type report.

    Subject: RE: Simple Calls in / Calls Answered / Calls Abandoned report -- How to?
    Replied by: Joseph Walsh on 16-05-2012 08:43:49 AM
    Did you try looking at short calls?  I had a similar issue when we were in testing and we had people making test calls.  They would hang up after about 2 seconds which was under our short calls threshold on the PG.  Therefore, I couldn't get the (Received - Answered) to balance out to the number of Abandons.