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Contact Center Symposium and ACD Nortel's Symposium Call Center Server, including Web Client, Symposium Agent and TAPI, also ACD, Meridian Max, CCR, IVR Application Discussion and Support here.


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Old January 5th, 2010   #1 (permalink)
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Hi,

I generated a monthly report on both CDN Statistics and Application Performance.
Just want to know why CDN Offered is greater than the Application Performance Offered?

How it could happen?


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Old January 5th, 2010   #2 (permalink)
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CDN is the entry point. maybe you wrote the script in such a way that some calls were not going to the Application, mailbox, other numbers, IVR maybe? Some callers may also abandon after being answered in the CDN and before executing the Application. it will help if you give more info...
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Old January 7th, 2010   #3 (permalink)
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Normally all the CDNs points to an application or hunt group....

Chances could be when users called disconnect the call before the call hits the application or the channels/IVR agents could be busy.. The call would endup no answer at the CDN point itself..

Check the peak channel usage and find whether all the channels were busy at any instinct......
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