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ICM 5.0, CallManager, IVR
WebView perskg22: [Peripheral Skill Group Task Summary Daily] says there were X number of abandoned calls in queue ["Aban in Queue"].
However, when I SELECT calls with CallDisposition = 1 from the Termination_Call_Detail table, it shows Y number of calls. Sometimes Y>X, sometimes Y<X, however, I don't really see any consistency.
WebView manual says it shows information derived from the Skill_Group_Half_Hour table.
For God's sake, are these abandoned calls with all details (DNIS, ANI, etc) noted somewhere?
Thanks in advance.