abandoned calls in RP and VQ

system · August 31, 2009, 2:08pm

Dear colleagues

We have simple strategy for outbond calls. Strategy contains one target selection block. This Target Seletion block also used VQ. All outbound calls directly routed for some agent group.

In reporting we got equal number of EnteredCalls in RP and VQ.
But abandoned calls in RP more then in VQ. How this situation can be happen?

BR

catanirex · August 31, 2009, 3:17pm

What happens before the routing block in the strategy?

Some type of treatments when customer can hang up?

system · August 31, 2009, 3:40pm

Only some UData.
But call reached TargetSelection block, because RP and VQ has same EnteredCalls number.

catanirex · August 31, 2009, 4:40pm

Can you monitor both the RP and VQ in CCP?

Do so and set up the parameters CallForwarded and CallCleared. Can you match Abandoned+Cleared on the VQ against Abandoned on the RP?

system · August 31, 2009, 7:49pm

RP	VQ

Entered 18530 18530
Distributed 17391 14460
Answered 14435 14435
Abandoned 1161 1152
Cleared X 2940

cavagnaro · August 31, 2009, 8:00pm

Can you post the definitions of those stats? Verify that the DCID is activated.

system · September 1, 2009, 10:23am

Unfortunatelly I can not send definition of these stats (have not access to them).
In any case when we sum and compare stats for RP and VQ we have same value.

cavagnaro · September 1, 2009, 2:54pm

Do you have CCPulse? If so, go and expand the objects of a view pressing the icon (+) like in windows explorer until you reach the stat itself, there you will see the definition of the stat.