UCCE / ICM 10.0.1 - My interpretation of these fields from the database schema guide is that their values should match. What I'm seeing in our database is that RouterCallsAbandToAgent is always equal to or higher than AbandonRingCalls.
Can anyone weigh in on the differences in these fields and if they are incremented mutually exclusively or if an 'AgandonRingCall' can also be counted as a 'RouterCallsAbandToAgent' call?
From the DB Schema:
AbandonRingCalls - Total number of ACD calls to the skill group that were abandoned while ringing at an agent's position. The value is counted at the time the call disconnects, and the database is updated every reporting.
RouterCallsAbandToAgent - In the reporting interval, the number of calls abandoned after they have been routed to the agent desktop and before they have been answered (for example, Abandon Ringing). This field is applicable for Unified CCE systems and for systems where calls are translation-routed to Skill Groups.
RouterCallsAbandToAgent should include everything from AbandonRingCalls. If you look at the definition for "AbandonRingTime", you'll see a little clue: "RingTime occurs after any DelayTime and LocalQTime". It is possible for the caller to hang up after an agent is chosen to deliver to, and before the agent's phone starts ringing - this is likely where any discrepancies between the two fields will lie.