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SLA calls not matching between Call type and Answer-Aband report

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SLA calls not matching between Call type and Answer-Aband report
sla answer - aband
Answer
1/18/12 7:30 PM
We have a 30 SLA set for call types (Call type A for example). From the ICM side each call type has the SLA settings of 30 seconds and they are set to follow the default bucket interval (8,30,60,90 etc).
 
From the Call type report, i see SLA calls = 302
From the Answer-aband report, i see SLA call = Ans1 + Ans2 = 265+34 = 299 (Calls answer within 8 secs + Calls answered within 30 secs)
 
Any help is appreciated. I have TAC case opened for this and haven't heard anything conclusive yet.
 
Thanks
Senthil
 
 
 
 
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RE: SLA calls not matching between Call type and Answer-Aband report
Answer
1/22/12 4:23 PM as a reply to Senthil Kumar Natarajan.
?
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