Abandoned Threshold in CMS

[taylorjr]

Is there a report or a way to run a report in CMS that does not count queued calls that have been abandoned in 30 seconds or less?

 

[SF0751]

see thread690-1452228

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[taylorjr]

Thanks - but I have never done a custom report - can I use an existing report and change it and save it as a custom report? Do I have to do this in Terminal Emulation?

 

[SF0751]

That's my usual method - open the report in CMS, select REPORT/DESIGN, save the report with a new name, and then start making my modifications.

Susan
"An education isn't how much you have committed to memory, or even how much you know. It's being able to differentiate between what you do know and what you don't."
- Anatole France

 

[taylorjr]

Thanks....I think I am in the right place. I set up the thresholds and went into an existing custom report and renamed it and then changed the field for average abandoned time to ABNCALLS-ABNCALLS1 using information in the dsplit table. I think I will have to wait until tomorrow to see if it is working.

 

[PDHall]

you will also need to check that your first service level increment for the skill you are reporting on is set to 30 seconds, you can configure this all through the GUI