Response Group statistics

Hi all,

Im seeing the value of offered calls is often higher than the actual succesfull/recived calls and would like to know the exact reason.

My own theory is that that a call can be offered more than once depending on the group setting

Example with an alert time of 15 seconds and the call is not picked up by the first user the call is offered more than once?

Also:

Can anyone give me an example of a recieved call that is not succesfull, so I can get an understanding of the difference between these 2 values.

I would also like to pull a value on average speed of answer if possible.

Thanks.



April 9th, 2015 8:29am

Hi Tobias,

Do this help to answer your questions?

https://technet.microsoft.com/en-us/library/gg558632.aspx?f=255&MSPPError=-2147217396

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April 12th, 2015 5:18am

Hi Holger

Both yes and no - I have already been reading that :)

Situation is I have more offered than succesfull calls in my statistics, so either something is wrong or response group usage will log if a call if offered to more than one agent.

April 13th, 2015 2:28am

Hi Holger,

I had the same problem with a customer of mine, and in the end I involved Microsoft support team, and ticket still open but we found out that when call ring to a group of 5 users and one pickup the call, RGS statistics records 1 successful call and 4 unsuccessful ones.

so I end up with higher number of calls than successful ones, they still investigating and considering a bug in the code, hope that helps.

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April 13th, 2015 6:52am

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