Erica,
if one call is queued to multiple skill groups, the number for the CallsQueued will be incremented for all of the skill groups. Same applies to the Calls
AbandonedInQueue column as well. It's quite logical - the system queues one call to two or more skill groups, and if the customer decides to hang up while in the queue, the call will be abandoned for all of the skill groups. Similar logic applies to the CallsOffered column, which is basically the number of calls that touched that skill group.
It's quite different, however, when it comes to AbandonRing or RONA - this is already past the queue, when the system already knows where to route the call to: to the agent.
Back to those numbers:
214 calls were queued (to all skill groups);
27 calls were abandoned (for all skill groups);
981 calls offered (~ touched the skill group).
Might be a bit confusing, but one needs to see this from the point of view of skill group, not calls.
I can only agree with Geoff, if you need to count calls as such, you need to insert call types into your ICM scripts, before sending calls to skill groups, or at any place where you want to measure the number of calls. The way I always explain this to a customer is: calltypes are basically turnstiles with a security officer standing next to them, keeping an eye on everyone going through the gate.
G.
