Hi all;
We are having a situation where our client do not satisfied with the stat figure in our report which shows that the call answered in Queue almost double than call answered by agent.
Anyone in here have a logical explanation to support this figure ?
Thanks;
newbie
-izai-
Can you check the stat definition in datasourcer’s stat server? You’ll probably have to set DCID to on, so to count call the individual calls.
yes we have turn on it
Formula= DCID
is that what you mean ?
thx for reply
what i mean, it has been turned on since day first
is that a normal scenarios in heavy call centre environment ?
Wuf, you have to take all scenarios. Is this the only source of calls for your agents? For example, some agent transfers calls from another side? TO discard add a KVP to the RP and then filter all the inbound calls with that KVP and see if it matches.
i’ve noticed that when i zoom into one of stat for one agent, i found below figures for this agent for the specific time:
In Genesys, CallRinging is come first before CallInbound ? anyone can confirm this ?
Which way round is it? The subject line suggests that the number answered is greater but the original post says “call answered in Queue almost double than call answered by agent”
If you are answering more calls than you get, then clearly there is something wrong with the way you are counting. For example in a multi skilled environment you need to filter out each skill, or every time an agent answers it will increment the count for every service line/skill.
By call answered in queue, I assume you mean the number of calls that entered the queue. If this is larger than the number answered by agents, the difference could be calls being counted twice (as Wyn noted) or abandons. Do you have enough agents to service the queue? Do the figures for answered plus abandoned equal the number entering?
As I dbl check the stats used has turned on the DCID, should be no issues on double counted and also entered = answered + abandoned. Confirmed.
No doubt the figures were correct for Q report as I’ve made a comparison with PABX.
But the thing is I’ve no ideas how to prove the calls abandoned while ringing or before it transfered to agent. Is there any statistical that I can use to prove this ?
Yes, there is but you have to create it. If you have no experience with this I’d recommend to contact a professional as you will have also to create the historical layouts.
is there any possibilities this was due to time interval collection ? because our Queue report is generated in hourly basis and CSR report in 30 minutes basis.