Total_Calls_Abandoned

I use the Total_Calls_Abandoned statistical type in CC pulse. But it behaves very strange.

A call comes in and arrives at an agent; the agent does not accept the call and the call is redirected to the Queue; when this happens the abandoned calls is incremented by 1; can someone explain this to me ?

Check the MainMask in StatServer options. Usually Total_Calls_Abandoned are defined as:
CallAbandonedFromRinging, CallAbandoned

• which means that calls that are abandoned while ringing at an agent counts plus calls abadonend while queuing.

This can be changed if you want to count different, but somewhere you ned to count CallAbandonedFromRinging.

Hope this help!

Thx cata; this was really helpful