CMS report query

[SoDoTo]

Hi

We have a vdn, 1234, which goes to a vector with 2 options to flowout to 2 other vdns 5678 + 5679

If I run a report a historical monthly report on vdn 1234 I see nothing but abandoned calls.

If I run a monthly report on vdns 5678 + 5679 for the same month I get acd calls and abandoned.

Can someone explain how this is?

These vdns are only used in this set up and there is no other connection to other routes I can see.

TIA

 

[defjon]

Have you had a look in the Historical VDN Report (Skill) - you should see them showing up in the Flow-out field?

defjon

 

[RGarcia87]

In VDN 1234 you will not see 'ACD Calls' in your report, you will see some abandons (callers that hang up while hearing the options) and flow-outs (callers that select an option).