ICD Dequeued Vs. Abandoned IPCC 3.5(2)

Unanswered Question
May 1st, 2007
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I am referencing this bug:

There is a DDTS in this area - CSCdy66959 - Calls dequeued from CSQ do not get tracked properly. The same will be fixed in 4.0


The following is from the DDTS Release-notes

Symptom:

Historical Reporting shows a call as abandoned when it is redirected after being dequeued from a CSQ.


Condition:

This happens even when there is a Set Contact Info step that marks the contact as handled in the successful branch of the Redirect step.


Workaround:

Refer to the Real Time Reporting Stats which will correctly reflect the contacts as Dequeued


My question is thus:

Using the "CSQ IP ICD Stats" report, I see the calls as "Dequeued", however using the "Overall IP ICD Stats", they show up as abandoned. In both instances, I am using Real Time Reporting and not Historical. So (and here is the question) is that part of the same bug?


cheers!

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