Hi all,
I am hoping you can help with a headache I have,
Basically in Avaya CMS, we have a skill, and on this skill I only have 2 VDNS running into the same vectors which filter to this skill.

However, when I run a Split Skill report for yesterday, the skill shows 9 ACD calls and 1 Abandoned (has very little usage)

But if I run a VDN report on BOTH VDN’s I get a total of 6 calls!
Now I can understand if it was the other way round (hit the filter out of hours) but not this way round. Only explanation I can think of, is that the skill extension has been rang and not the TAD??
Can anybody help me out at all??

Many thanks in advance

Craig.

Hi Craig

VDN reports show you three key metrics,

1. VDN Offered Calls (Total amount of calls to that VDN)
2. ABDN Call (Number of calls that abandon)
3. Connected calls (number of calls that were connected but not directly to an agent e.g. voicemail or announcement then disconnected before queuing to the skill)

Calls to a skill can come via either a VDN or can overflow from other skills, We would need to see all the call flows before being able to answer this query properly.

If you would like to discuss this further Craig please give me a call.

01173115803.

Kind Regards
Jason

Hi Jason,

Thanks for the reply, i did find the problem, it was that the Skill extension was rang, this happend becouse we migrated 10 lines from another call centre but it wasn't done correctly (3years ago), so now the old centre has a new company in it,when an agent was ringing his Manager, (say on 4500) it was re-routed to us and direct to the skill.

thanks for your help though

Craig