Article 70025: Understanding the Answered by, Interflow, and Abandon Queue Statistics in TASKE Reports for Avaya MERLIN MAGIX Telephone Systems

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Summary

This article explains how values are derived for the following statistics in TASKE queue reports:

• Answered by 1st, 2nd, 3rd and 4th

• Interflows

• Abandons

Answered by 1st, 2nd, 3rd, and 4th

Answered by 1st, Answered by 2nd, Answered by 3rd, and Answered by 4th are columns in the queue and queue group by time interval reports. The columns represent the agent group or extension answering calls offered to the queue.

Answered by 1st:	This column is titled Ans by 1st in the reports and is credited with any calls offered to the queue that are answered by an agent in the queue's Home group.
Answered by 2nd:	This column is titled Ans by 2nd in the reports and is credited with any calls offered to the queue that are answered by an agent in the queue's Support group. If there is an agent available in the Support group when no agents are available in the Home group, calls are immediately offered to the Support group.
Answered by 3rd:	This column is titled Ans by 3rd in the reports and is credited with any calls offered to the queue that are answered by an agent in the queue's Overflow group. If there are no agents available in either the Home group or Support group, calls are then moved to the Overflow group after a time-based threshold is reached.
Answered by 4th:	This column is titled Ans by 4th in the reports and is credited with any calls offered to the queue that are answered by an extension outside of the Home, Support, and Overflow groups. This includes calls answered by voice mail or remote pickup.

Interflows

There are three instances where interflows will be credited in queue and queue group reports. These are:

Call overflows to a QCC:	TASKE does not collect data on QCC (Queued Call Console) devices, however, when QCC's are entered in TASKE Administrator as extensions with the QCC flag enabled, a divert record is generated when a call overflows from a queue to a QCC. This divert record is credited as an interflow for the queue in the queue and queue group reports.
Call is diverted from one queue to another:	When the Deflect Call telephone system service is used to divert a call from one queue to another, the queue where the call was moved from is credited with an interflow and the queue where the call is diverted to is credited with a new call.
Call is diverted from a queue to an unmonitored extension:	An interflow occurs when a call is diverted from a queue to an extension that is not being monitored for data collection by TASKE. This takes all active connections TASKE can monitor from the call. To avoid losing track of the call it is credited as an interflow. This is a rare error condition that should be investigated as it means the answering extension may not be listed in TASKE Administrator or the telephone system database.

Abandons

Abandoned calls are represented in several of the queue reports with the number of abandoned calls and the time to abandon. The Queue and Queue Group by Abandon Caller reports provide the most detail on abandoned calls, including the date and time of the call, the time to abandon, and the caller's number and location.

Abandoned calls are split into two categories: short abandons and long abandons:

Short abandons:

Short abandons are calls that are abandoned before waiting in queue for a set number of seconds. This value is set in the Report Options page of TASKE Administrator and the default is 6 seconds. Calls that fall into the short abandon category are not considered to be true abandons as they are typically callers who have routed themselves to the wrong location and, because of this abandon the call shortly after reaching the queue. Short abandons are only included in the Total Short Aband (total number of short abandons) and Sh Ab Avg Secs (average number of seconds for a short abandon to occur) columns of the queue and queue group by time interval reports.

Long abandons:

Long abandons are calls that are abandoned on or after the short abandon threshold time. Long abandons are considered to be true abandons, meaning these callers truly intended to wait in the queue before abandoning the call. A long abandon is credited to a queue when a caller waiting in queue terminates the call before it is answered. All queue and queue group reports that credit abandoned calls are crediting long abandons. This includes the queue and queue by time interval reports, which in addition to the long abandon statistics, also include statistics for short abandons.