Hi Sarah,

What type of objects are you looking at? Call Type, Skill Group, Service? Call Types have a number of calls which make up offered outside of Handled and Abandoned such as Short Calls, Error Calls, Overflow Out Calls, Incomplete Calls and a couple others I'm sure I've forgotten. Look at the ICM schema doc here
Cheers,
Nathan

Check the values for:
RouterCallsAbandQ
RouterCallsAbandToAgent
Maybe the AbandToAgent are the ones missing in your calculation

instead of checking the calltype skill group report, can you take a look at the skill group report itself ? Check if the offered add up to the handled + abandoned, and if they are equal to the value in calltype skillgroup report

How did you configure the calltype in your script?
The calltype should be set right before the queue to skillgroup, and you should NOT set any other calltypes after queueing to skill group. This way, the information on the calltype will be similar to the ones on the skillgroup.

It all depends on the scripting. If you have in queue checks for EWT or logged in agents or time of day or queue it to another skill group in addition to the original skill group or send the call elsewhere that would be a call which would be neither handled or abandoned.

Also check if there are multiple call types routing to the skill group and make sure you take all of them into account. Also, depends on how you potentially have configured ring no answer (RNA) calls that could inflate abandon figures if there are a lot of RNA calls.


On 22/01/2013, at 21:36, "Cisco Developer Community Forums" <cdicuser@developer.cisco.com<mailto:cdicuser@developer.cisco.com>> wrote:

Sarah Barnes has created a new message in the forum "Contact Center Reporting": -------------------------------------------------------------- I iwll check this out, however as far as I am aware it is set up in the usual way.
My concern is, if this is set up as you describe, then why are there more calls offered, to the skill group and why as the calls handled & abandoned greater, than the calls offered. and those in teh call type report!

Will check out the scripts. in the meantime, thank you for your help.

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Call Type reports are generally what you should be running if you want to report on customer experience and call volumes. Skill Group reporting should be used more for agent management type reporting.
Call Type Skill Group reports show broken down per skill group how the calls which hit a particular call type were handled. But depending on how UCCE has been configured and if you are using CVP and what version you are running you can have some differences in reporting for example, you could potentially configure the system in a way that if an agent doesn't answer their phone and the call gets requeued as an RNA call, it counts as a Call Abandon to Agent and therefore artificially inflate the Call Abandon numbers as the call wasn't really abandoned as it was requeued.