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Help WIth Routing

Current State:

Center A and Center B both handle calls for Queue A.

The calls are presented to both sites and when it abandons, it is counted as an abandon in Center A and in Center B.

The Queue A calls in Center A are answered by our sub-contractor who bills based on calls answered.

The calls in Center B are handled by a different company and are billed separately.

In addition, since the abandons are counted twice, we must manually calculate the abandonment rate for the day by dividing the abandons in half. This does not reflect an accurate service level for either center.

This situation is going to be exacerbated when we bring up the center in Center C and they start sharing the call volume for Queue B with Center B.

Need to be able to accurately report on the service levels and volumes for each individual site.

Anyone have any solutions to this issue?

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