Much Difference Number of Call

phengvanna · Post by **phengvanna** » 06 Sep 2006 21:11

Hi
4400 R.5.0 Ux with CCD
Pilot report from CCS much difference
Normaly:
Number of incomming call =No of served call + Overal No of Abandand call

But If I make sum No of served call and Overal No abandand call is
difference around 4 calls per month

Any one can help?

Vanna

tincho.rn · Post by **tincho.rn** » 07 Sep 2006 09:06

Hi. Check that you have a field with information about comunications that couldn`t be answer because of low resources. I don`t remember exactly the name of this field. Usually you have to sum up: abandons + call served by the agents + call that were dispach because of low resources.

Regards,

Martin

sadim · Post by **sadim** » 07 Sep 2006 13:14

Hi,
Normally this difference is related with calls already answered and then transfered to a pilot. Check if they transfer calls back to pilots.
Regards,
Sadim