CCD Pilot Reports

[lalit]

Hi,
I am facing a strange issue in CCD pilot reports:
If I try to match the count in "Calls received in open state" with the sum of the following counts there is a discrepancy of say 1 or 2 calls:
i)Timing overflow while calls were in queue
ii)Timing overflow while calls rung agent
iii)Calls served by agent
iv)Overall number of abandons

This issue does not come across throughout the day but randomly for any hour session.For this particular hour we are not able to match the count else for other hours the counts come perfectly matching.
The big issue is where have these one or two calls gone.
There is no other feild having any counts which can be related to the Calls received in open state.
For e.g. a report with output granularity of 1/4 hour (with issues) following are the counts:
"Calls received in open state"=49
"Timing overflow while calls were in queue"=0
"Timing overflow while calls rung agent"=0
"Calls served by agent"=14
"Overall number of abandons"=34
The count when taken is 48 whereas it should be 49.
"Where has one call gone"?
Can anyone help me in analyzing this issue and providing a resolution?
Thanx in advance

regards,

[lalit]

Hi All,

The ccd release is 08.00.90.02

regards,

[tovare]

You might have considered this, a most common occurance is that when a call is recieved in one interval and then answered in the next, but then you should occationally see more calls being answered than recieved in the next interval.

Also, what is your dissuaded calls count?

Regards,

[rajeshkumar1.dod]

Lalit,

I agree with Tovare, please generate daily report for the same and the count must be the same if you compare this report with half hourly/hourly for the same day..

[sadim]

Hello,

You have also to consider the calls that arrives directly to the agents mcdu.

Regards
Sadim

[lalit]

I have taken into account all the related fields and believe me stiill this nut seems hard to crack.

[sadim]

Hi,

Can you send me the tc file plus the evxxxx.sta, the parameters.cfg, the catalog.cfg and the deliv_id files for the day that you have the problem.

Regards
Sadim

[PeEs]

Hi,
I am facing a strange issue in CCD pilot reports:
If I try to match the count in "Calls received in open state" with the sum of the following counts there is a discrepancy of say 1 or 2 calls:
i)Timing overflow while calls were in queue
ii)Timing overflow while calls rung agent
iii)Calls served by agent
iv)Overall number of abandons

This issue does not come across throughout the day but randomly for any hour session.For this particular hour we are not able to match the count else for other hours the counts come perfectly matching.
The big issue is where have these one or two calls gone.
There is no other feild having any counts which can be related to the Calls received in open state.
For e.g. a report with output granularity of 1/4 hour (with issues) following are the counts:
"Calls received in open state"=49
"Timing overflow while calls were in queue"=0
"Timing overflow while calls rung agent"=0
"Calls served by agent"=14
"Overall number of abandons"=34
The count when taken is 48 whereas it should be 49.
"Where has one call gone"?
Can anyone help me in analyzing this issue and providing a resolution?
Thanx in advance

regards,

Hi..
i got the same problem about this... but i found the answer..

Received calls (total) : 47
Served calls (total) : 28
Abandons (total) : 5
try to count it :
Served Calls + Abandons = Received Calls
28+5 = 33 Calls
missing : 47 - 33 =14

>>>> the answer is in :
-Timing overflow while calls were in queue : 2
- Timing overflow while calls rung agent : 3
- Calls redirected outside the ACD area : 3
- Dissuaded calls : 1
- Calls rejected due to lack of resources : 5
-------------------------------------------
TOTAL =14


i hope this is can help.


best regards,

[hendersonla]

I too would like to know which fields are used to calculate the total number of calls received in an open state. I've attached the report I have been working on.

thanks, Laura