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CRS Historical Reporting Tool

We are currently logging call data using the Cisco Historical Reporting Tool version 5.0 (2.31). We are trying to find out how does the application calculate the Abadoned Rater(per hour). The fields in the report are Call Presented, Calls Handled, Call Abadoned, Abadoned Rate(per hour), and Avg Call Duration. We need to be able to explain how these numbers are derived for auditing purposes.  Is there a formula that is used?

Any help would be much appreciated.

Example: Calls Presented: 8,585 -  Calls Handled: 7,623 -  Calls Abadoned: 960 - Abadoned Rate(per hour): 1.36 - Avg Call Duration: .25

1 REPLY
Hall of Fame Super Red

CRS Historical Reporting Tool

Hi Thaaqib,

Abandon Rate (per hour)

Calculated as follows:

Calls Abandoned / number of hours within the report period

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_1/programming/hr_admin_devp/crs411hd.pdf

Cheers!

Rob

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