GI2 report - Queue Outline Report parameters

[ryusuf]

Hi,

Can anyone please explain the following parameters with an [b]example scenario[/b] in the contact center. I have read the universe guide and the RAA guides to understand each of these, however, could not identify an example as to when these parameters get pegged in the report.

The report in subject is Queue Outline Report. Below are the parameters

[list type=decimal]
[li]Cleared Calls[/li]
[li]Stuck calls (Under Cleared calls)[/li]
[li]Others (Under Cleared calls)[/li]
[li]Routed Other (Under Distributed calls)[/li]
[li]Standard abandoned Waiting[/li]
[li]Short Abandoned Waiting[/li]
[/list]

Thank you
Best Regards

[Kubig]

1.Cleared Calls -> Cleared calls within routing on target. In case you are using multiple targets for routing and one of them is configured as cleared.
2.Stuck calls (Under Cleared calls) -> Stuck calls are considered by TServer, so you can read docs related to your specific T-Server to recognize how the stuck calls are detected
3.Others (Under Cleared calls) -> For example abandoned while ringing, etc.
4.Routed Other (Under Distributed calls) -> Routed to the agents/targets
5.Standard abandoned Waiting -> Abandoned by customer while routing
6.Short Abandoned Waiting -> Abandoned by customer while routing within configured time (for imagine 5secs)

All is common and default for CCA as well, so this is not exactly related to the GII.

HTH!

[ryusuf]

Hi Kubig,

Please find my comments below

[quote author=Kubig link=topic=9607.msg43391#msg43391 date=1463577138]
1.Cleared Calls -> Cleared calls within routing on target. In case you are using multiple targets for routing and one of them is configured as cleared.
[u][i]Can you please explain multiple targets here? In scenarios where i am routing call to an Agent Group, the best available agent will be selected and routed to. How does multiple target come here? [/i][/u]

2.Stuck calls (Under Cleared calls) -> Stuck calls are considered by TServer, so you can read docs related to your specific T-Server to recognize how the stuck calls are detected
[u][i]We use SIP server. I checked the SIPS guides, but couldn't understand it well. If you can provide an example to explain this stuck call it would be helpful. [/i]
[/u]
3.Others (Under Cleared calls) -> For example abandoned while ringing, etc.
[u][i]For abandoned while ringing, there is a parameter called [b]Abandoned Inviting[/b] (Under the Not Accepted tab) in the report.[/i][/u]

4.Routed Other (Under Distributed calls) -> Routed to the agents/targets
[u][i]Similarly if it is routed to agents then it will peg under [b]Agents[/b] parameter (which is under Accepted tab) in the report. So this [b]routed other[/b] is pegged for something else.[/i][/u]

5.Standard abandoned Waiting -> Abandoned by customer while routing
[u][i]Clear.  [/i][/u]

6.Short Abandoned Waiting -> Abandoned by customer while routing within configured time (for imagine 5secs)
[u][i]This is even before the call is offered to the queue right? i.e immediately after entering the queue, the call is abandoned by the customer within a threshold[/i][/u]

All is common and default for CCA as well, so this is not exactly related to the GII.

HTH!
[/quote]

[cavagnaro]

You should read StatServer user guide. CCA reports can also help you understand.
You need to understand when an action happens, to do that read the metrics definition and what is a MainMask

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