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

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    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
    ?