Creating a customized Historical Report for Abandon Calls

Hello
I have a specific question about generating a customized report for a user. She wants to know the abandonment rate minus the calls that drop off in 10 seconds. I don't use historical reports so I'm not too sure how to do this. I looked at the canned reports but it doesn't look like none of those works.
Can this be done?
Mark

Hi Mark
Here's a couple of suggestions:
1) You can try the 'Contact Service Queue (by Interval)' report. This has a stat on it called 'Percentage of Service Level Met— Without Abandon'. The description of this is:
Percentage of presented calls, not counting abandoned calls, handled within the time shown in the Service Level field. This value is calculated as follows:(Number of calls handled within service level / (Number of calls presented – Number of calls abandoned within service level) * 100%
So to get this working the SLA on your queues would need to be set to 10 seconds, and presumably 100% of calls to be answered at 10 seconds.
Be aware that the SLA calc is done when the call happens, so if you don't already have those settings it will apply to calls from the time you make the change.
2) As per Anthony's suggestion, and custom report is the other option. It's a matter of developing SQL code and a Crystal template, and some XML for UCCX HRC - so unless those are things you are familiar with it's not trivial. Maybe PM me if you want it doing for you.
Regards
Aaron

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import java.io.FileInputStream;
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