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  • Shoretel Reporting-Queue Call Exit Reason


    I have created some simple Crystal reports for getting statistics on our Call Center group and have a question. In totaling the number of calls coming into the queue, I am getting a tally for Queue Call Exit Reason of FwdNoLoginAgent
    and I am thinking I should not. Does anyone know how these calls get treated and whether they eventually get picked up? I am trying to figure out how I should be counting them.

    Also, from the MySQL data the number of abandoned calls is significantly higher than what is reported on Shoretel's Workgroup Monitor Software that you can demo. Does anyone know if they use certain criteria (ie length of time on hold) to get their numbers? I am using the exit reason of 7 for Abandoned calls per their information in the System Admin guide.