IVQ Abandoned Media shows fewer calls than Queue Now Abandoned Calls

PROBLEM

In Contact Center Client, the IVQ Monitor's Abandoned Media section shows a lower number of calls than the Queue Now Monitor's Abandoned Calls column.

CAUSE

Calls where the caller hangs up while the call is ringing at an agent station will not peg as Abandoned in the IVQ Abandoned Media grid, but may peg in the Abandon column of the Queue Now Monitor (provided the total call duration is greater than the short abandon cut off).

This disparity is because the IVQ monitor is built on the MiTAI data stream, and the Queue Now Monitor is built on the SMDR data stream.  The MiTAI data stream interprets calls that are ringing at an agent station as out of the queue, and therefore does not report calls that abandon while ringing at an agent station as abandons for the queue.  The SMDR data stream, on the other hand, interprets the call as being in the queue until the moment the agent actually picks up, so it does report calls that abandon while ringing at the agent station as abandons for the queue.

SUMMARY – Which Monitor / Report Shows What:

The Queue Now Monitor's Abandon column shows:

• Abandoned calls where the caller abandoned while hearing the queue RADs or hold music, which were in the queue for longer than the short abandon threshold* for the queue. 

• Abandoned calls where the caller abandoned while the call was ringing at an agent station, whose combined time in the queue and ringing at the agent was longer than the Short Abandon Threshold for the queue.  (See note below for an explanation of Short Abandon threshold.)

• Abandoned calls where the caller abandoned while they were in the queue, regardless of how long they were in queue (including those that abandoned before the Short Abandon Threshold cutoff); but NOT calls that were abandoned while ringing at an agent station.  

• All calls where the caller abandoned while in queue AND all calls where the caller abandoned while ringing at an agent station.

a. Open CCC with an account that has the right to view the Data Inspectors.  (_admin will usually have this right.)

b. Click on the Tools tab at the top of CCC, and choose “Inspectors”.

c. The “Data Inspectors” window will open.  At the top of this window, choose “ACD Inspector”.

d. Click “Select Dates” (near the top-left” and choose the date in question.  

e. In the “Select media servers” section, choose the media server(s) on which the ACD agents reside.

f. Click “Start Search”.

g. In the search results window, click on the drop-down arrow beside the column heading “Function/Event”, and choose “Agent Ringing ACD”.

h. Look for an Agent Ringing ACD event that is either at the exact time as your chosen abandoned call, or immediately before.  Note the value in the Agent ID column.

i. Click on the drop-down arrow beside the column heading “Agent ID”, and choose the Agent ID from part h.

j. Now, click on the drop-down arrow beside the column heading “Function/Event”, and choose “Agent Answer ACD”.