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Abandoned Calls

Question asked by celestinecloyd on Sep 26, 2014
Latest reply on Sep 26, 2014 by dlender

I apologize for this novice question, but I am new to call center reporting and new to Cisco Finesse.

My Contact Service Queue Activity Report shows 37 abandoned calls

My Common Skill CSQ Activity Report also shows 37 abandoned calls

My Countact Service Queue Activity by CSQ Report also shows 37 abandoned with 4 dequeued

My Abandoned Call Detail Activity Report shows 13.

 

Where are the other 20 calls (37-13-4)?

How many calls did we really abandon?

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