Hi all,

I would like to confirm why I see more offered Interactions, than what my abandoned and Answered Interactions total to

I have attempted reproducing the issue, however my stats added up.

I have also reviewed, and processed all outstanding PMQs

I will much appreciate any assistance 

Reagrds

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------

Hello Neille , 
Good Day !

Offered = Abandoned + Answered + Flow Out Interactions ..

you can search for the Flow Out interaction to understand it's concept ..

Thanks, 
Aly Nofal

------------------------------
Aly Nofal
Senior System Engineer
IST Integration Services And Technologies Co.
------------------------------

Original Message:
Sent: 06-27-2018 02:19
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi all,

I would like to confirm why I see more offered Interactions, than what my abandoned and Answered Interactions total to

I have attempted reproducing the issue, however my stats added up.

I have also reviewed, and processed all outstanding PMQs

I will much appreciate any assistance

Reagrds

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------

Hi,

Thank you for the Response

Please review the attachment:

This displays the Values noted from the Queue Summary Report

This shows us the following:

Offered = 116

Answered = 20
Abandoned = 91
Flow Out = 0
Total of ANS + ABD + Flow Out = 111

Please note that I have processed PMQs

Regards

------------------------------
Neil Pillay
Elingo (Pty) Ltdle
------------------------------

Original Message:
Sent: 06-27-2018 07:58
From: Aly Nofal
Subject: offered interactions = Abandoned + Answered

Hello Neille ,
Good Day !

Offered = Abandoned + Answered + Flow Out Interactions ..

you can search for the Flow Out interaction to understand it's concept ..

Thanks,
Aly Nofal

------------------------------
Aly Nofal
Senior System Engineer
IST Integration Services And Technologies Co.

Original Message:
Sent: 06-27-2018 02:19
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi all,

I would like to confirm why I see more offered Interactions, than what my abandoned and Answered Interactions total to

I have attempted reproducing the issue, however my stats added up.

I have also reviewed, and processed all outstanding PMQs

I will much appreciate any assistance

Reagrds

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------

This discrepancy is almost always a result of queue statistics being period-based (by default 30 minute intervals).

For example, an interaction might come into the queue (be "offered") in one interval (perhaps 10:27) and be answered in the next interval (10:35).

 For this reason, the queue statistics will rarely line up exactly within a single interval. The more intervals that are included in the report, the more interactions that were handled during the time period, and the shorter the average interaction length, the more tightly the stats will line up.

------------------------------
David Currier
cpi.solutions
------------------------------

Original Message:
Sent: 06-28-2018 01:36
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi,

Thank you for the Response

Please review the attachment:

This displays the Values noted from the Queue Summary Report

This shows us the following:

Offered = 116

Answered = 20
Abandoned = 91
Flow Out = 0
Total of ANS + ABD + Flow Out = 111

Please note that I have processed PMQs

Regards

------------------------------
Neil Pillay
Elingo (Pty) Ltdle

Original Message:
Sent: 06-27-2018 07:58
From: Aly Nofal
Subject: offered interactions = Abandoned + Answered

Hello Neille ,
Good Day !

Offered = Abandoned + Answered + Flow Out Interactions ..

you can search for the Flow Out interaction to understand it's concept ..

Thanks,
Aly Nofal

------------------------------
Aly Nofal
Senior System Engineer
IST Integration Services And Technologies Co.

Original Message:
Sent: 06-27-2018 02:19
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi all,

I would like to confirm why I see more offered Interactions, than what my abandoned and Answered Interactions total to

I have attempted reproducing the issue, however my stats added up.

I have also reviewed, and processed all outstanding PMQs

I will much appreciate any assistance

Reagrds

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------

Thanks, David! I was getting around to giving that answer...really, I was :-)

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 06-28-2018 08:41
From: David Currier
Subject: offered interactions = Abandoned + Answered

This discrepancy is almost always a result of queue statistics being period-based (by default 30 minute intervals).

For example, an interaction might come into the queue (be "offered") in one interval (perhaps 10:27) and be answered in the next interval (10:35).

 For this reason, the queue statistics will rarely line up exactly within a single interval. The more intervals that are included in the report, the more interactions that were handled during the time period, and the shorter the average interaction length, the more tightly the stats will line up.

------------------------------
David Currier
cpi.solutions

Original Message:
Sent: 06-28-2018 01:36
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi,

Thank you for the Response

Please review the attachment:

This displays the Values noted from the Queue Summary Report

This shows us the following:

Offered = 116

Answered = 20
Abandoned = 91
Flow Out = 0
Total of ANS + ABD + Flow Out = 111

Please note that I have processed PMQs

Regards

------------------------------
Neil Pillay
Elingo (Pty) Ltdle

Original Message:
Sent: 06-27-2018 07:58
From: Aly Nofal
Subject: offered interactions = Abandoned + Answered

Hello Neille ,
Good Day !

Offered = Abandoned + Answered + Flow Out Interactions ..

you can search for the Flow Out interaction to understand it's concept ..

Thanks,
Aly Nofal

------------------------------
Aly Nofal
Senior System Engineer
IST Integration Services And Technologies Co.

Original Message:
Sent: 06-27-2018 02:19
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi all,

I would like to confirm why I see more offered Interactions, than what my abandoned and Answered Interactions total to

I have attempted reproducing the issue, however my stats added up.

I have also reviewed, and processed all outstanding PMQs

I will much appreciate any assistance

Reagrds

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------

Hi All,

Thank you for the insightful responses.

I have noted that Interactions that are disconnected due to No RTP Detected(noted on the CallEventLog), will not be counted as an Abandoned stat.

This makes sense as neither the User, or Customer disconnected the Call while on queue.

This will still count as an Offered Interaction, as this was offered to the Queue.

When tallying the Abandoned, Answered, and Interactions that Disconnected due to no RTP Detected we get the correct total.

I also noted that the Line the Interaction utilized, had the Disconnect on Broken RTP option enabled.  This option is under the Session Tab, under the Line Configuration screen, in Interaction Administrator.

If anyone can add more information on the Disconnect on Broken RTP option, that will be much appreciated

Regards

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------

Original Message:
Sent: 06-28-2018 09:07
From: George Ganahl
Subject: offered interactions = Abandoned + Answered

Thanks, David! I was getting around to giving that answer...really, I was :-)

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 06-28-2018 08:41
From: David Currier
Subject: offered interactions = Abandoned + Answered

This discrepancy is almost always a result of queue statistics being period-based (by default 30 minute intervals).

For example, an interaction might come into the queue (be "offered") in one interval (perhaps 10:27) and be answered in the next interval (10:35).

 For this reason, the queue statistics will rarely line up exactly within a single interval. The more intervals that are included in the report, the more interactions that were handled during the time period, and the shorter the average interaction length, the more tightly the stats will line up.

------------------------------
David Currier
cpi.solutions

Original Message:
Sent: 06-28-2018 01:36
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi,

Thank you for the Response

Please review the attachment:

This displays the Values noted from the Queue Summary Report

This shows us the following:

Offered = 116

Answered = 20
Abandoned = 91
Flow Out = 0
Total of ANS + ABD + Flow Out = 111

Please note that I have processed PMQs

Regards

------------------------------
Neil Pillay
Elingo (Pty) Ltdle

Original Message:
Sent: 06-27-2018 07:58
From: Aly Nofal
Subject: offered interactions = Abandoned + Answered

Hello Neille ,
Good Day !

Offered = Abandoned + Answered + Flow Out Interactions ..

you can search for the Flow Out interaction to understand it's concept ..

Thanks,
Aly Nofal

------------------------------
Aly Nofal
Senior System Engineer
IST Integration Services And Technologies Co.

Original Message:
Sent: 06-27-2018 02:19
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi all,

I would like to confirm why I see more offered Interactions, than what my abandoned and Answered Interactions total to

I have attempted reproducing the issue, however my stats added up.

I have also reviewed, and processed all outstanding PMQs

I will much appreciate any assistance

Reagrds

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------

I am having difficulties myself with RTA feed, where it is interval based and because only Offered and Handled are on the report, it is not possible to determine Abandoned as sometimes Handled is greater than Offered and so Abandoned is negative which causes an error.

Anyone had this issue and although I cannot think of a way around it, perhaps someone else can.

My only option is to suspend Historic Reporting, which is half-hourly into Aspect eWFM and send from our database where it can accurately produce based on when the call was offered and not the interval when answered/abandoned etc. Problem is, because this comes from log shipping database, it is over 1-hour old.

------------------------------
Philip Last
Arvato Limited
------------------------------

Original Message:
Sent: 06-28-2018 08:41
From: David Currier
Subject: offered interactions = Abandoned + Answered

This discrepancy is almost always a result of queue statistics being period-based (by default 30 minute intervals).

For example, an interaction might come into the queue (be "offered") in one interval (perhaps 10:27) and be answered in the next interval (10:35).

 For this reason, the queue statistics will rarely line up exactly within a single interval. The more intervals that are included in the report, the more interactions that were handled during the time period, and the shorter the average interaction length, the more tightly the stats will line up.

------------------------------
David Currier
cpi.solutions

Original Message:
Sent: 06-28-2018 01:36
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi,

Thank you for the Response

Please review the attachment:

This displays the Values noted from the Queue Summary Report

This shows us the following:

Offered = 116

Answered = 20
Abandoned = 91
Flow Out = 0
Total of ANS + ABD + Flow Out = 111

Please note that I have processed PMQs

Regards

------------------------------
Neil Pillay
Elingo (Pty) Ltdle

Original Message:
Sent: 06-27-2018 07:58
From: Aly Nofal
Subject: offered interactions = Abandoned + Answered

Hello Neille ,
Good Day !

Offered = Abandoned + Answered + Flow Out Interactions ..

you can search for the Flow Out interaction to understand it's concept ..

Thanks,
Aly Nofal

------------------------------
Aly Nofal
Senior System Engineer
IST Integration Services And Technologies Co.

Original Message:
Sent: 06-27-2018 02:19
From: Neil Pillay
Subject: offered interactions = Abandoned + Answered

Hi all,

I would like to confirm why I see more offered Interactions, than what my abandoned and Answered Interactions total to

I have attempted reproducing the issue, however my stats added up.

I have also reviewed, and processed all outstanding PMQs

I will much appreciate any assistance

Reagrds

------------------------------
Neil Pillay
Elingo (Pty) Ltd
------------------------------