Finnesse Report Help

[craig5258]

Our Sales team are trying to drill down into Agent call activity and we're struggling with Reports. Could anyone please help with the following?

UCCX sees an agent available and tries to deliver a call - if they decline the call, what happens to the customer? Hopefully they rejoin the queue and get delivered to the next Agent, but does that count as an abandoned call for that Agent? 

Is there a report that shows how many calls are delivered compared to how many are answered per Agent?

Also - what happens if a call is delivered and the once the phone starts ringing, the Agent changes their status?

We have one report that shows calls presented, abandoned and handled - we thought Abandoned + Handled should equal Presented but it doesn't.

It would be nice to be able to get the full end-to-end path of a call, including transfers, declines, etc. 

Any help would be appreciated.

[rikardkrvaric]

This is my understanding of all of it, and how to explain it simply.

Assume you have 3 agents (all in READY state)
Assume you get 3 calls in queue.
Call 1 gets PRESENTED to Agent 1. Agent 1 is asleep, and Agent 1 gets put into NOT READY status. No more calls will go to Agent 1, until he/she puts themselves in READY state again.
Call 1 gets returned to queue.
*** TOTAL CALLS Presented = 1, TOTAL Calls Handled = 0, Abandoned Calls = 0 ***
*** Calls presented to Agent 1 = 1, Calls Handled by Agent 1 = 0 ***

Call 1 gets PRESENTED to Agent 2. Agent 2 answers call.
*** TOTAL CALLS Presented = 2, TOTAL Calls Handled = 1, Abandoned Calls = 0 ***
*** Calls presented to Agent 2 = 1, Calls Handled by Agent 2 = 1 ***

Agent 1 puts himself in READY state.
Call 2 gets PRESENTED to Agent 1. Agent 1 puts himself in NOT READY LUNCH, just as it starts Ringing.
Call 2 gets returned to queue.
*** TOTAL CALLS Presented = 3, TOTAL Calls Handled = 1, Abandoned Calls = 0 ***
*** Calls presented to Agent 1 = 2, Calls Handled by Agent 1 = 0 ***
Call 2 gets PRESENTED to Agent 3. Agent 3 answer call.
*** TOTAL CALLS Presented = 4, TOTAL Calls Handled = 2, Abandoned Calls = 0 ***
*** Calls presented to Agent 3 = 1, Calls Handled by Agent 3 = 1 ***

Call 3 gets tired of waiting, and hangs up, while listening to that terrible hold music.
This is an abandoned call.
*** TOTAL CALLS Presented = 4, TOTAL Calls Handled = 2, Abandoned Calls = 1 ***

[craig5258]

Thanks for taking the time to explain that. Very helpful.