CUIC abandoned Ring

[safecitygroup06251]

afternoon,

i am  running the call type report and agent team report, but finding the agent team report has more abandoned calls than the call type

one point i cant seem to find the answer to is where these extra abandoned calls on the agent report are coming from on previous months they matched

if a call is ringing on one agent and they dont answer in 15 seconds it goes to the next agent, would this then show as abandoned for the first agent?

Thanks

[bill.king1]

You didn't mention version, but the scenario you described sounds like more of a RONA not an abandoned situation.

What happens when you compare the call type and/or skill group reports as well? Is it possible that new types of calls (like direct calls) is happening?

[safecitygroup06251]

Sorry its 11.6 CUIC, the issue is the abandoned calls for agents attending 5 skill groups show 44 more abandoned than the same 5 skill group report

So i am trying to find the reason for the extra abandoned calls