Hi there,
From what I've researched, CTIOS doesn't recieve any messages from the CTI server related to abandon calls. The CTI server does get messages about how calls have ended, but it doesn't look like those particualar messgaes are send off to CTIOS server. So out of the box I do not believe that you can retrieve that information real time from the CTI server.
Because that information is available in the ICM database though , you should be able to change the CTIOS client to suit your needs and include a query from the agent_half_hour or agent_skill_group_half_hour to populate a custom field in CTIOS. but If you don't have any development expierence I wouldn't try.
As far as being able to find that information, you can find it in webview under the following reports.
if you looking for a specific agent you can go to
(Agent by Agent)
agent25: Agent Consolidated Half Hour
agent26: Agent Consolidatad Daily
and there will be two field there, Aban while offer, and aban hold. Which should how many calls were abandoned while the call was ringing at the agent desk, or abandoned while the agent put the caller on hold.
The same information can be pulled for a skill group if you goto
(Agent by Skill Group)
agtskg25: Agent Skill Group Consolidated Half Hour
agtskg26: Agent Skill Group Consolidatad Daily
this information is all halfhour based, so there is no real time agent abandon call information.
Hope this helps
Dave.
