SLA calls not matching between Call type and Answer-Aband report

Document created by cdnadmin on Jan 25, 2014
Version 1Show Document
  • View in full screen mode
This document was generated from CDN thread

Created by: Senthil Kumar Natarajan on 18-01-2012 01:30:00 PM
We have a 30 SLA set for call types (Call type A for example). From the ICM side each call type has the SLA settings of 30 seconds and they are set to follow the default bucket interval (8,30,60,90 etc).
 
From the Call type report, i see SLA calls = 302
From the Answer-aband report, i see SLA call = Ans1 + Ans2 = 265+34 = 299 (Calls answer within 8 secs + Calls answered within 30 secs)
 
Any help is appreciated. I have TAC case opened for this and haven't heard anything conclusive yet.
 
Thanks
Senthil
 
 
 
 

Subject: RE: SLA calls not matching between Call type and Answer-Aband report
Replied by: Senthil Kumar Natarajan on 22-01-2012 10:23:29 AM
?

Attachments

    Outcomes