Thats correct, if you dequeue the call in the script and terminate the call shortly after without re-queuing and being handled by an agent, will be a dequeued call.<div><br></div><div>An abandoned call is any call that doesn't reach an agent or marked as Handled.<br>
<br><div class="gmail_quote">On Mon, Jan 11, 2010 at 7:17 AM, Matthew Loraditch <span dir="ltr"><<a href="mailto:MLoraditch@heliontechnologies.com">MLoraditch@heliontechnologies.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
<div lang="EN-US" link="blue" vlink="purple"><div><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Ok,</span></p><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">so what generates a dequeued call? The call is dequeued in the script and then somehow is terminated before being handled? and why wouldn’t that be an abandoned call?</span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">And then what generates an abandoned call? a user hangup? what else?</span></p>
<div class="im"><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Thanks!</span></p><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#1F497D"> </span></p>
<p class="MsoNormal"><b><span style="font-size:11.0pt;color:black">Matthew Loraditch</span></b><span style="font-size:11.0pt;color:black"><br>1965 Greenspring Drive</span></p><p class="MsoNormal"><span style="font-size:11.0pt;color:black">Timonium, MD 21093 <br>
<a href="mailto:support@heliontechnologies.com" target="_blank"><span style="color:black">support@heliontechnologies.com</span></a><br>(p) (410) 252-8830<br>(F) (443) 541-1593<br><br>Visit us at <a href="http://www.heliontechnologies.com" target="_blank"><span style="color:black">www.heliontechnologies.com</span></a> <br>
Support Issue? Email <a href="mailto:support@heliontechnologies.com" target="_blank"><span style="color:black">support@heliontechnologies.com</span></a> for fast assistance!</span><span style="font-size:11.0pt;color:#1F497D"></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p></div><p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt"> Tanner Ezell [mailto:<a href="mailto:tanner.ezell@gmail.com" target="_blank">tanner.ezell@gmail.com</a>] <br>
<b>Sent:</b> Sunday, January 10, 2010 2:31 PM<br><b>To:</b> Matthew Loraditch<br><b>Cc:</b> <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><b>Subject:</b> Re: [cisco-voip] UCCX Stats Question</span></p>
<div><div></div><div class="h5"><p class="MsoNormal"> </p><p class="MsoNormal">A call can only be one of the following:</p><div><p class="MsoNormal"> </p></div><div><p class="MsoNormal">1 - Abandoned</p></div><div><p class="MsoNormal">
2 - Handled</p></div><div><p class="MsoNormal">3 - Dequeued</p></div><div><p class="MsoNormal">4 - Aborted</p></div><div><p class="MsoNormal">5+ - Rejected</p></div><div><p class="MsoNormal"> </p></div><div><p class="MsoNormal">
You can within your script (and this is recommended) manually mark the call as handled via the Set Contact Info Step.</p></div><div><p class="MsoNormal"> </p></div><div><p class="MsoNormal">Note that you must apply this step before you terminate the contact otherwise it may not get reported properly.</p>
</div><div><p class="MsoNormal"> </p></div><div><p class="MsoNormal"> </p><div><p class="MsoNormal">On Fri, Jan 8, 2010 at 12:42 PM, Matthew Loraditch <<a href="mailto:MLoraditch@heliontechnologies.com" target="_blank">MLoraditch@heliontechnologies.com</a>> wrote:</p>
<div><div><p class="MsoNormal">In my script I do the following basic items to a certain type of call:</p><p class="MsoNormal">Dequeue from the main queue</p><p class="MsoNormal">Get Some info from the Caller</p><p class="MsoNormal">
Terminate the Call</p><p class="MsoNormal">Ring back into the main queue by calling another script</p><p class="MsoNormal"> </p><p class="MsoNormal">I believe that will do the following to my daily stats</p><p>1)<span style="font-size:7.0pt"> </span>+1 to Dequeued Calls</p>
<p>2)<span style="font-size:7.0pt"> </span>+1 to Abandoned Calls (a handled call is only 1 in which an agent answers, right???)</p><p>3)<span style="font-size:7.0pt"> </span>+1 To total calls, effectively making all calls handled this way 2x themselves?</p>
<p class="MsoNormal"> </p><p class="MsoNormal">Am I right, half right or insane?</p><p class="MsoNormal">Thanks!</p><p class="MsoNormal"><span style="font-size:10.0pt"> </span></p><p class="MsoNormal"><b><span style="color:black">Matthew Loraditch</span></b><span style="color:black"><br>
1965 Greenspring Drive</span></p><p class="MsoNormal"><span style="color:black">Timonium, MD 21093 <br><a href="mailto:support@heliontechnologies.com" target="_blank"><span style="color:black">support@heliontechnologies.com</span></a><br>
(p) (410) 252-8830<br>(F) (443) 541-1593<br><br>Visit us at <a href="http://www.heliontechnologies.com" target="_blank"><span style="color:black">www.heliontechnologies.com</span></a> <br>Support Issue? Email <a href="mailto:support@heliontechnologies.com" target="_blank"><span style="color:black">support@heliontechnologies.com</span></a> for fast assistance!</span></p>
<p class="MsoNormal"> </p></div></div><p class="MsoNormal" style="margin-bottom:12.0pt"><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br>
<a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a></p></div><p class="MsoNormal"><br><br clear="all"><br>-- <br>Regards,<br>Tanner Ezell</p>
</div></div></div></div></div></blockquote></div><br><br clear="all"><br>-- <br>Regards,<br>Tanner Ezell<br>
</div>