Call Center

[troy]

I am pulling a VDN report from BCMS and the data i see is 22 calls offered, 19 ACD calls, and 0 abanded calls. How can the ACD calls be less than the calls offered if there are no abanded calls?

Any direction would be appreciated, thank you.

[ramyab]

Bcmrd

Hi Troy,

The way in which BCMRD calculates each filed is different to CMS and this differs even from report to report.

To answer your question, Calls offered is the total number of completed calls that accessed the VDN/Split during the current interval. This calculation is:
CALLS OFFERED= ACDCALLS + OUTFLOWCALLS + BUSY_DISCONNECT + ABN CALLS

Calls that are outflowed, that were queued to another split/skill and were handled in that split/skill are also included in the calls offered which make the "Calls offered" >= "ACD Calls".

Hope this cleared your query. Let me know if you have any further queries.

[rsboom]

do not forget:
Calls coming in and are still busy when going to a new interval will be counted as ACD call on the new interval and not the interval on which it is arrived.

EX: 3 calls comin on 10 to 11 and 2 calls completed but the 3rd call is answered in the new interval from 11 to 12 will not be the ACD call on interval from 10 to 11.
lets say from 11 to 12 you do not get calls, you will still have 1 ACD call.

[jimen3]

correct, it is also like comparing a vdn report values to split skill report values. acd calls counting and timing starts when call is answered or reach a particular terminals. calls offered is not only acd calls plus abandoned calls, check cms supervisor help for you to understand more.

[johns1224]

Thanks, jimen3! Now I get it. Will definitely check CMS supervisor help for more details.