Thank you @Carlo Poggiarelli (ciao!), @Ibrahim AlQumairi and @Thomas G. Johannesen for your help.
Let me clarify the context. My script prevents a call from being enqueued during the concluding segment of each shift. If a customer initiates a call in the very last minutes, the scripts tries to connect the call to an available agent. If there isn't any available agent, the call is dropped. To achieve this, I employ a two-step calendar approach. The outer schedule manages the overall openings. I've just double checked that, and it looks fine. On the other hand, the inner schedule governs the queue openings, representing a subset of the outer schedule. A picture is worth a thousand words. Here's the "Select Resource" step, with the enqueuing schedule made with the inner calendar.
For instance, on a given day, the service concludes at 11.30. During the time interval 11.00-11.30 new calls are either immediately connected to an available agent, or routed to "The rest" where are subsequently dropped.
Here is the report:
As mentioned in your replies, Calls Presented to the CSQ after the service closing time (i.e. time range 11.30 - 12.00) might have entered the application before 11.30, but could have been touched the CSQ after some seconds past 11.30.
But what about Calls Handled = 0 in the time range 11.00 - 11.30? Why are all the Calls reported as abandoned? The service was operational during this half-hour, and I'm confident that agents processed several calls during that timeframe.
Follow up:
I'm investigating on the meaning of "Calls Handled" and their intervals. For instance, in which interval is a call reported if it is presented and enqueued in the interval 10.30 - 11.00, but handled later in the interval 11.00 - 11.30? The misunderstanding cloud simply lie here.
Thank you for your help
