Abandoned call counted at Second Skill of Three

[Pantnet]

Hello everyone, my name is Joshua and I will be very grateful if anyone can answer this mistery.

I have this vector:

As you can see, the calls are queueing in 3 skills at the same time.

The other day 1 abandoned call appear counted (split/skill table) at the 2nd skill. Reading documentation, only when a call is ringing at one skill of 2 or 3, can be counted it as abandoned. But the call never ringed at that skill because no agent were logged at it at that time interval.

Here you can see the register.

¿How can a call can count as abandoned in the middle skill of three? always thought that is the first skill where abandoned calls counted in.

Thank you very much for your kind help. Warm regards ;

 

[Stinney]

It's possible that someone accidentally dialed the skill extension internally.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Pantnet]

Thank you Stinney, sorry I dind´t mentioned it, but I´ve already check that. No one called at the skill directly that day so... that´s why I can´t understand why happened this. Thank you anyway!

 

[Sean655]

Does anyone have direct agent skill administered?

 

[Pantnet]

Hello Sean655 thanks for yor reply. Do you mean that some agent may have some fesatures involving this? How can I know that? Thanks again

 

[Sean655]

There's a field on the agent form for 'direct agent skill'. Calls to the agent directly would be counted against that skill.

 

[Pantnet]

Thank you Sean655; I´ve checked that on the COR of those agents, and no one of them have that option enabled. Furthermore, no agents with that skill were logged in at that time. If the agents are not present, you can´t reach them, you get a busy tone.

Thanks a lot;