Best Log File for Abandoned Calls

Voice & Telephony
1

Hello,
Which is the best log file to track abandoned calls? URS,t-server or Statserver?
Does it actually specify that this event has actually occurred?

I thought this would be the URS file but cannot see this defined specifically as so? But just might be not analyzing it enough.

Thanks,
WA

2

T-Server.

What are you looking at and what type of DN?

3

Our routing strategy is skill based so from tracking the call I can see it check the status of agents with relevant skill (in this case max time in ready state). None are available (most are in ‘no ready’) before the call is diverted to an ACD queue but I cannot see where the final result is - all this from the URS log.

Also when the log file defines the agent as not ready during the select target process, does this mean they are not ready or could be on a call as well?

Thanks,
WA

4

URS is not the right place for tracking the calls that travel through ACDQueue types. Check T-Server logs.

Not ready means NOT ready, anything except ready e.g. in a call, aux, acw etc.

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