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Beginner

Hi, Gergely.I think, I found

Hi, Gergely.

I think, I found those abandoned calls. Here we have a Voice Record system. So each call from the client is in fact in conference with the agent and Voice Record system. 

I analyzed the Agent State Trace, particulary EventName and AgentState columns.

And I found, that for a normal call the flow is :

DateTimeEventNameCode
2014-07-05 12:02:59.0006WORK_READY
2014-07-05 12:03:00.0003READY
2014-07-05 12:03:01.0008RESERVED
2014-07-05 12:03:02.0004TALKING
2014-07-05 12:03:02.00310CALL_HELD
2014-07-05 12:03:02.0109CALL_INITIATED
2014-07-05 12:03:02.0134TALKING
2014-07-05 12:03:02.02013CALL_CONFERENCED
2014-07-05 12:03:49.0006WORK_READY

 

And here is the call flow for the abandoned call, this is where CALL_HELD goes straight to WORK_READY. So I assume it is lost from hold. 

DateTimeEventNameCode
2014-07-05 12:00:40.0006WORK_READY
2014-07-05 12:00:41.0003READY
2014-07-05 12:00:42.0008RESERVED
2014-07-05 12:00:43.0004TALKING
2014-07-05 12:00:43.00310CALL_HELD
2014-07-05 12:00:43.0109CALL_INITIATED
2014-07-05 12:00:43.0134TALKING
2014-07-05 12:00:43.02013CALL_CONFERENCED
2014-07-05 12:02:58.00010CALL_HELD
2014-07-05 12:02:59.0006WORK_READY

 

The only thing I have not figured yet, how to track ANI for such calls.

Advocate

Hi,just a quick question

Hi,

just a quick question about your ANI question: is there a RouterCallKeyDay and RouterCallKey column in the report you are looking at? RCKD and RCK is supposed to be the unique call id for the whole duration of the call (with some exceptions).

G.

Beginner

Got it. Exactly what I was

Got it. Exactly what I was looking for. Now I can track them down in the TCD table by RCK. Thanks a lot Gergely, apreciate your help.

Advocate

Dennis, this is great news

Dennis, this is great news indeed.

One more thing: did you/would you spend some time with the agent to gain more information about these calls? I would like to see what happened there, from the point of view of the agent.

Thanks for the rating.

G.

Beginner

Gergely, unfortunately I did

Gergely, unfortunately I did not have a chance to talk to that agent. Will try to get in touch and gain more details.

Thanks.

Highlighted

Hi Gergely,

Hi Gergely,

Could you let me know how to take logs of calls hitting cvp error DN ?

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