I have a customer who runs monthly reports from WebView (caltyp23 in "Webview Reporting>CALL TYPE>Historical Templates>"). They are seeing the "Agent Error Count" field have an average of 25 errors a month, and are wondering where they are coming from. I have been pouring through the opc and CTIOS logs (7.0), but not finding anything that matches up to when the count increments.
That field is defined by cisco as "Calls that abandon en-route to agents are calls that encounter an error when the call is at the agent desktop. This call is counted as part of the AgentErrorCount at the Call Type, and is included in the "Call Errors" column in the call type report."
My question is, does anyone know the messages or text this field scans for to increment the statistic? I don't see any dtaborts in the logs, and event though I see a few dropped calls, they do not match up with these statistics at all.
Any help would be appreciated. Thanks!
- Spags -