Historical Reporting of RNA

Unanswered Question
Mar 5th, 2009
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Upgraded CRS environment from 4.5(2) to 5.0(2)SR02_Build045.


We have observed a change in how Ring No Answer (RNA) statistics are being calculated, and believe it is a problem as opposed to a design change.


On reports generated from CRS Historical Reporting tool, reports that have a Ring No Answer (RNA) value are calculating the value incorrectly.


RNAs should only be attributed to an agent if a call is presented to the agent and the agent doesn't answer within 10 seconds, at which time the call is returned to the queue and the agent is placed in a Not Ready state.


Now the RNA statistics are counting abandoned calls against agents. An example is if a call is presented to an agent and it rings for 3 seconds, but the caller hangs up before the agent answers or the 10 second time limit elapses. Including abandoned calls gives us a skewed statistic.


The RNA counts on the 5.0(2) reports can be accounted for by looking at the abandoned calls each agent had BUT shouldn't have to 'calculate it'.



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