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nacd answered / abandoned stats

Sep 13, 2013 11:33 PM PDT
Arthur Rogacki
NetPulse Services
Hi, after reviewing some previous documentation online there used to be something to the likes of 'Int. Incoming NACD Answered by Agent' for the contact center reports. Is this no longer available?

Basically we are trying to get a count on our reports for all nacd answered, and also nacd abandoned calls.

Would appreciate your prompt input
Sep 15, 2013 10:50 PM PDT
Open Office
Communications Resources Incorporated aka CRI
Here are the parameters available for NACD calls. This is on ECC 8.0.
NACD incoming calls
NACD incoming external calls
NACD incoming internal calls
NACD outgoing calls
NACD outgoing external calls
NACD outgoing internal calls
Sep 16, 2013 02:51 AM PDT
Arthur Rogacki
NetPulse Services
Hi, thank you for the response. We do have those fields, I should have mentioned. Unfortunately this doesnt tell you how many were actually answered by the agent and how many were abandoned. This gives only the total.
For example
NACD incoming calls = 20
NACD incoming external calls = 15
NACD incoming internal calls = 5
NACD incoming external answered calls = ?
NACD incoming internal answered calls = ?
Oct 10, 2013 11:59 PM PDT
Open Office
Communications Resources Incorporated aka CRI
NACD Abandoned calls would not pass through ECC for you to report on. We use BrightMetrics in our office to get nice 'cradle to grave' reporting on all calls, ECC and PBX. They allow you to install the program on a trial basis.
Oct 11, 2013 04:22 AM PDT
Arthur Rogacki
NetPulse Services
Hi, I managed to get the information by accessing the sql database directly and creating a report for NACD total calls, NACD answered and NACD abandoned.
Thought there would have been an easier way with the built in reports.

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