CMS RONA Stats Question

[pat1960]

I have a question as to how stats would be generated in CMS for the following scenario.

We use skill based routing, and I am using SQL scripts to pull data from the dsplit table in a SQL database. We use a separate vector for RONAs back to the original split.

The reason for my question is I do a percent answered (acdcalls/callsoffered) calculation and percent abandoned (abncalls/callsoffered) calcualtion, when RONAs occur the 2 do not add to 100 %. Without RONAs the 2 measurements do add to 100%.

I know that RONAs will generate updates to fields like Othercalls, inflow, outflow, and rona in the dsplit table.

If I use {acdcalls / (acdcalls + abncalls)} for percent answered, and (abncalls/(acdcall+abncalls)) the 2 measurements always add to 100% (in this case I do not use callsoffered as the divisior).

(Scenario 1)Call queues to a split RONA occurs call is then answered after call requeues back to the same split.

(Scenario 2) Call sent to split, RONA occurs, call is sent back to the split, caller hangs up)

How will the stats be generated and how many in each field below for the 2 scenarios above?

Acdcall
Abncall
Callsoffered
RONA
Inflow Call
Outflow Call
Other Call

 

[wil19148]

On Split Skill Reports:
SCENARIO 1
Acdcall = 1
Abncall = 0
Callsoffered = 2
RONA = 1
Inflow Call = 1
Outflow Call = 1
Other Call = 0


SCENARIO 2
Acdcall = 0
Abncall = 1
Callsoffered = 2
RONA = 1
Inflow Call = 1
Outflow Call = 1
Other Call = 0

 

[pat1960]

Thanks so much, that answers my question.