Dear all,
Occosionally the offered calls and the total of answered and abondoned calls do not match. We either have 1 or 2 calls more offered or answered. I was just wondering if any of you have seen this and why do you think this happens?
Kind Regards
Hi. First thing I would do is confirm what stats are being used.
Offered - is this ‘Entered’ or a custom calculation?
Mark
My customer has picked up on this many times.
We did work out that if a call RONAs and is then abandoned this can count as 2 abandons, abandoned from the agent and abandoned from the queue?
We have also seen it where RONA is not used, but it is such a small proportion of calls that spending any time on it, is a low priority.
Abandoned from ringing is within the ‘Abandoned’ statistic as standard I thought?
I’ve seen similar issues at a customer. It ended up being related to the DCID option and how the RONA was handled. In this case, the calls we placed back on a route point controlled by Genesys so it would go a 2nd time around the same queue causing it to be distributed AND abandoned