CallsOffered lower than CallsHandled in Skill Group Interval?

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    This document was generated from CDN thread

    Created by: Gregory Magsamen on 12-01-2012 11:29:02 AM
    Hello,
     
    I am trying to write a very simple report based off the UCCE HDS table:
    t_Skill_Group_Interval
    and extract the calls offered and the calls handled by their summary segments.
     
    I have looked in the icm definitions documentation and the field explanations seem straightforward.
     
    However, I am getting segments where the calls offered is LESS than the calls handled. I would think it
    would be equal to or higer than handled, but not lower as I'm not sure how a call would be pegged
    as handled by the skill group without being offered to the skill group?
     
    Would there be something I'm doing ICM scriptwise that could cause this? Or are these fields unreliable?
     
    Any info or thoughts would certainly be appreciated.
     
    Thanks,
     
    Greg

    Subject: RE: CallsOffered lower than CallsHandled in Skill Group Interval?
    Replied by: John Ploncinsky on 12-01-2012 02:39:57 PM
    Greg,

    This behavior is related to the two fields you are comparing.  These values are counted in the interval in which they occur.

    A call is consider 'offered' when it is first sent to the skill group, where as a call is not considered 'handled' until the  call has ended and any after call work (if applicable) has been completed.

    For example:

    A call arrives and is routed to the skill at 8:57
    An agent answers the call, talks with the customer and the call ends at 9:10 

    In this case you would see the call offered in the 8:30 interval and  the call would be counted as handled  in the 9:00 interval as this is the interval in which the call ended.

    I hope this helps,

    J.P.

    Subject: RE: CallsOffered lower than CallsHandled in Skill Group Interval?
    Replied by: Gregory Magsamen on 23-01-2012 12:09:03 PM
    Thank you. I think that explains it.