Get Abandoned calls details in skill group

[Ahmad Alaa]

Hello,

I am trying to find a way to get the abandoned call details  for calls abandoned while queued to a skill group with no ready agents

the details I am looking for are:

-which skill group was it queued to when it was abandoned

-the datetime the call was abandoned at

-the time it took for the caller to abandoned the call

I am mainly using the data from the Termination_Call_Detail table

the behavior that is observed when a call is abandoned while no agents are ready in the skill group:

I get record with CallDisposition = 2 (Abandoned on local queue) that contains the datetime of the call and the time to abandon but the SkillGroupSkillTargetID is Null

and because of that I can't relate the data to its respective Skill Group

Thank You

[Carlo Poggiarelli]

Hi @Ahmad Alaa 

Are you in UCCX or UCCE deployment?

Please let me know 

Regards

Carlo

[Ahmad Alaa]

HI @Carlo Poggiarelli 

I am in a UCCE deployment

[Carlo Poggiarelli]

Hi

If you place the query in ICM getting CallDisposition =2 you will find which ACD the call has been queued .

HTH

Regards

Carlo

[bill.king1]

You may find it easier to use Route Call Detail and not Termination Call Detail, as it has the data you need, plus you can write the name of the PQ/skill in a variable and you'd have it all in one row. Depends on your configuration/how you do your scripting though.