Dials Made does not add up to results...

natlonehat · September 24, 2007, 7:23am

Hi guys,
I have this issue with the number of dials made is more than can be accounted for, so I made up a custom stat in Pulse as follows and named it drops_unknown:
Just today, after 5 hours of dialling, I have 11017 as the number for drops unknown. :o

Has anybody else had the same issue?

Can someone enlighten me as to why that happens…

(ccpulse.CallsReport.DialMade)-((ccpulse.CallsReport.Abandoned+ccpulse.CallsReport.AnswerMachine+ccpulse.CallsReport.Answers+ccpulse.CallsReport.Busy+ccpulse.CallsReport.Cancel+ccpulse.CallsReport.DoNotCall+ccpulse.CallsReport.Dropped+ccpulse.CallsReport.FaxModem+ccpulse.CallsReport.NoAnswer+ccpulse.CallsReport.NoRPC+ccpulse.CallsReport.SITDetected+ccpulse.CallsReport.SITInvalidNumber+ccpulse.CallsReport.SITNoCircuit+ccpulse.CallsReport.SITOperIntercept+ccpulse.CallsReport.SITReorder+ccpulse.CallsReport.SITUnknown+ccpulse.CallsReport.SITVacant+ccpulse.CallsReport.statistic(“Transfer Errors”)+ccpulse.CallsReport.statistic(“Wrong Party”)))

mark · September 24, 2007, 9:15am

what call results are you seeing in OCM / logs?

Mark

natlonehat · September 24, 2007, 9:17am

Hi Mark,

Yes it is outbound,

I dont have the logs as we use a hosted solution.

Here are the stats that do show up -

ccpulse.CallsReport.Abandoned
ccpulse.CallsReport.AnswerMachine
ccpulse.CallsReport.Answers
ccpulse.CallsReport.Busy
ccpulse.CallsReport.Cancel
ccpulse.CallsReport.DoNotCall
ccpulse.CallsReport.Dropped
ccpulse.CallsReport.FaxModem
ccpulse.CallsReport.NoAnswer
ccpulse.CallsReport.NoRPC
ccpulse.CallsReport.SITDetected
ccpulse.CallsReport.SITInvalidNumber
ccpulse.CallsReport.SITNoCircuit
ccpulse.CallsReport.SITOperIntercept
ccpulse.CallsReport.SITReorder
ccpulse.CallsReport.SITUnknown
ccpulse.CallsReport.SITVacant
ccpulse.CallsReport.statistic(“Transfer Errors”)
ccpulse.CallsReport.statistic(“Wrong Party”)))

mark · September 24, 2007, 9:19am

Yeah, noticed it was outbound once I opened my window up a bit more and noticed all the outbound specific stats

Do you have access to OCM?

natlonehat · September 24, 2007, 9:20am

Yeah I do

mark · September 24, 2007, 9:24am

do the dialled attempts for the calling list match that which you are seeing in CCPulse?

natlonehat · September 24, 2007, 9:24am

Sorry, i do have access to it, and nothing out of the ordinary shows up, as in nothing there that is not in the calls report list…

cavagnaro · September 24, 2007, 3:55pm

WrongParty is exactly the same as NoRPC…
What is a Transfer Error??

What is exactly your problem? Numbers do not match? But against what?

mark · September 25, 2007, 7:18am

I think its the volume of unknown drops that is the problem, rather than an incorrect comparison.

cavagnaro · September 25, 2007, 7:50pm

Hum, I’d check my strategy (cancel the call after it doesn’t reach an agent group), my DNs and AgentGroup (OriginationDN) configuration, my PBX settings, check traces from PRI line and identify the unknown dropped…