Call Counting Contact Center Express versus Enterprise Webview
I am working with one of my internal cutomers to count calls for several departments Main Numbers.
In Contact Center Enterprise and using Webview to look at Call Types I can count the call then all calls show as Flow Out.
In Express if I run the Application Summery Analysis report I get Call Count, Calls Abandoned and Average Abandoned time.
I thought that getting Calls Abandoned and Average Abandoned time was interesting.
Can anyone offer any insite as to why or how Express can determine Average Abandoned time if I am just sending the call to another phone number after running it through an application. I would think Enterprise would give me this as well. Enterprise can only do this if I run the call through a queue.
"Amount of time, in seconds, between the start time of the
call or the leg and the end time of the call or the leg."
The CCD table contains a single record for each call typically, whereas queue times and info would be in ContactQueueDetail (perhaps with multiple records if queued to more than one queue). Basically each contact has a contact disposition assigned, which might be handled if you have set this in your script, or might be another code - it would be worth checking what this is, it might default to abandoned if you don't set it otherwise. If that's the case then you might see a misleading average abandon (i.e. calls showing as abandoned that were succesfully transferred).
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