Calls Offered v Calls Handled & Calls Abandoned

Version 1
    This document was generated from CDN thread

    Created by: Sarah Barnes on 21-01-2013 10:44:05 AM
    I hav produced a report that shows calls Handled and Abandoned in Queue, however they do not add up to the total calls offered,
    The report is showing Handled @ 329 & Abandoned in Q 273, where as calls offered is 524.
    In looking at the cisco documentation it is difficult to discern what makes up calls offered or call abandoned.
    Any help is greatly appreciated.
    Thanks Sarah
     
     

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Nathan Luk on 21-01-2013 05:44:59 PM
    Hi Sarah,

    What type of objects are you looking at? Call Type, Skill Group, Service? Call Types have a number of calls which make up offered outside of Handled and Abandoned such as Short Calls, Error Calls, Overflow Out Calls, Incomplete Calls and a couple others I'm sure I've forgotten. Look at the ICM schema doc here
    Cheers,
    Nathan

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Sarah Barnes on 22-01-2013 04:09:14 AM
    Thanks Nathan, I have a copy on the doc you sent over, which to be honest, isn't very clear.
    All I am doing is running a normal Call Type Skill group report, I have not altered anything, and I am just concerned that the CAlls Offered is so much lower than calls Handled + Calls Abandoned!
    If anyone out there can give some indication, I would be grateful.

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Omar Abulaban on 22-01-2013 04:15:02 AM
    Check the values for:
    RouterCallsAbandQ
    RouterCallsAbandToAgent
    Maybe the AbandToAgent are the ones missing in your calculation

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Sarah Barnes on 22-01-2013 04:29:57 AM
    I have looked at everything and my question is why are the Calls Offered so low, and what constitues the calls abandoned, to make them so high, especially as these are Cisco calculations - they haven't been altered in anyway!

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Omar Abulaban on 22-01-2013 04:35:21 AM
    instead of checking the calltype skill group report, can you take a look at the skill group report itself ? Check if the offered add up to the handled + abandoned, and if they are equal to the value in calltype skillgroup report

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Sarah Barnes on 22-01-2013 05:34:23 AM
    I iwll check this out, however as far as I am aware it is set up in the usual way.
    My concern is, if this is set up as you describe, then why are there more calls offered, to the skill group and why as the calls handled & abandoned greater, than the calls offered. and those in teh call type report!
     
    Will check out the scripts.  in the meantime, thank you for your help.
     

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Sarah Barnes on 22-01-2013 05:23:37 AM
    Ok I have run a call type report v a call type by Skill group report.
    the results are completely different.
    Just using on Call type on the call type report  Calls Offered = Calls Handled & calls abandoned. 42 = 17 + 25
    Using Call type by skill group and running it only with call types the calls offered was greater. 49 = 24 + 27 (51)!
    PLease can anyone explain why the difference?
     

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Omar Abulaban on 22-01-2013 05:26:22 AM
    How did you configure the calltype in your script?
    The calltype should be set right before the queue to skillgroup, and you should NOT set any other calltypes after queueing to skill group. This way, the information on the calltype will be similar to the ones on the skillgroup.

    Subject: Re: New Message from Sarah Barnes in Contact Center Reporting (CCR) - Conta
    Replied by: Nathan Luk on 22-01-2013 08:16:52 AM
    It all depends on the scripting. If you have in queue checks for EWT or logged in agents or time of day or queue it to another skill group in addition to the original skill group or send the call elsewhere that would be a call which would be neither handled or abandoned.

    Also check if there are multiple call types routing to the skill group and make sure you take all of them into account. Also, depends on how you potentially have configured ring no answer (RNA) calls that could inflate abandon figures if there are a lot of RNA calls.


    On 22/01/2013, at 21:36, "Cisco Developer Community Forums" <cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>> wrote:

    Sarah Barnes has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- I iwll check this out, however as far as I am aware it is set up in the usual way.
    My concern is, if this is set up as you describe, then why are there more calls offered, to the skill group and why as the calls handled & abandoned greater, than the calls offered. and those in teh call type report!

    Will check out the scripts.  in the meantime, thank you for your help.

    --
    To respond to this post, please click the following link: http://developer.cisco.com/web/ccr/community/-/message_boards/view_message/10977850 or simply reply to this email.

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Sarah Barnes on 22-01-2013 11:19:33 AM
    Thansk Nathan, I am waiting for the SEs to get back to me on the scripts, so I can see how the calls are routing.
    From you experience, should the customer be taking the call type report figures (which seem to add up ok) as the truth of how many calls entered into the system.
    Or is the call type skill group report the correct one (where the figures don't add up and the handled & abandoned is far greater than the offered!).
    Even though both reportrs are reporting on Call type only!

    Subject: RE: Calls Offered v Calls Handled & Calls Abandoned
    Replied by: Nathan Luk on 22-01-2013 05:59:55 PM
    Call Type reports are generally what you should be running if you want to report on customer experience and call volumes. Skill Group reporting should be used more for agent management type reporting.
    Call Type Skill Group reports show broken down per skill group how the calls which hit a particular call type were handled. But depending on how UCCE has been configured and if you are using CVP and what version you are running you can have some differences in reporting for example, you could potentially configure the system in a way that if an agent doesn't answer their phone and the call gets requeued as an RNA call, it counts as a Call Abandon to Agent and therefore artificially inflate the Call Abandon numbers as the call wasn't really abandoned as it was requeued.