<div>The report I'm running is the CSQ by CSQ Activity which show the data from all CSQ's. </div>
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<div>In fact 15minutes after writing that above line in response to your question, just helped me figure out the issue...</div>
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<div>The report is overlapping data because calls are getting into more than 1 CSQ due to the way the escalation process works in the script. So a call is being counted twice when escalating to another CSQ and showing as dequeued from the first CSQ when answered by the secondary CSQ. I have adjustd the custom report to compensate for this and show the stats without the seemingly duplicate calls.
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<div>Thanks</div>
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<div>Nick<br><br> </div>
<div><span class="gmail_quote">On 4/20/05, <b class="gmail_sendername">Voll, Scott</b> <<a href="mailto:Scott.Voll@wesd.org">Scott.Voll@wesd.org</a>> wrote:</span>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0px 0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid">
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<p><font face="Arial" color="navy" size="2"><span style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial">Are the missing ones getting answered out of the other queues and the report is only doing the first queue?</span>
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<p><font face="Arial" color="navy" size="2"><span style="FONT-SIZE: 10pt; COLOR: navy; FONT-FAMILY: Arial"> </span></font></p>
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<div style="TEXT-ALIGN: center" align="center"><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">
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<p><b><font face="Tahoma" size="2"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</span></font></b><font face="Tahoma" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> <a onclick="return top.js.OpenExtLink(window,event,this)" href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">
cisco-voip-bounces@puck.nether.net</a> [mailto:<a onclick="return top.js.OpenExtLink(window,event,this)" href="mailto:cisco-voip-bounces@puck.nether.net" target="_blank">cisco-voip-bounces@puck.nether.net</a>] <b><span style="FONT-WEIGHT: bold">
On Behalf Of </span></b>Nick Marus<br><b><span style="FONT-WEIGHT: bold">Sent:</span></b> Wednesday, April 20, 2005 6:24 AM<br><b><span style="FONT-WEIGHT: bold">To:</span></b> <a onclick="return top.js.OpenExtLink(window,event,this)" href="mailto:cisco-voip@puck.nether.net" target="_blank">
cisco-voip@puck.nether.net</a><br><b><span style="FONT-WEIGHT: bold">Subject:</span></b> [cisco-voip] IPCC Express 3.5 Invalid Reporting</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"> </span></font></p>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">Running IPCC Express 3.5. </span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"> </span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">Script is basicly like the following</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"> </span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">Accept Call</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">Queue Call to Que1</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">wait 2 minutes</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">Queue Call to Que2</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">wait 2 minutes</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">Queue call to Que 3</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">wait till answered.</span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"> </span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">As the call gets queued with each 2 minute escalation, it remains queued with the previous queue. So when it finally gets to queue3 after 4 minutes of not being answered, the call is queued with queues 1, 2 and 3 allowing the first available agent in either of the 3 queues to handle the call. Funtionally everything is working as it should. The problem I am having is with the reports. And I verified this with the canned reports to outrule any issues with all the custom reports we are running. As an example yesterday shows 1178 calls presented, but only 517 calls handled. The abandoned call report shows 204 calls abandoned.
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"> </span></font></p></div>
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<p><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt">So my question, why the gap? where are the 400+ calls missing here going? If a call is not handled nor abandoned, where is it? <br><br>-- <br>Nick Marus
<br><a onclick="return top.js.OpenExtLink(window,event,this)" href="mailto:nmarus@gmail.com" target="_blank">nmarus@gmail.com</a> </span></font></p></div></span></div></div></blockquote></div><br><br><br>-- <br>Nick Marus
<br><a href="mailto:nmarus@gmail.com">nmarus@gmail.com</a>