Webview reporting - Return column what does it mean?

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Feb 25th, 2010
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I am really hoping that someone can help me.

We have recently installed CISCO contact center into 2 call centres, one here and one in the US.

I am running reports and I am struggling to find some answers as to what the columns mean.

On webview, I am running a call type 22 for the call centre,

it shows me a return field and the numbers are quite high,

I looked at the detail and it says this equals return release + return ring + return busy.

I dont know the scenarios that would give me return ring, etc,,

can someone please help of advise,

any help would be gratefully accepted,,


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e.gailiss Thu, 02/25/2010 - 03:50
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I had the same question some time ago and here is what I found out. Basically these are calls that are returned to call manager to forward further. For example, if you use "label" step to forward the call to voicemail, then in your reports you will see these calls as "returned". In other words, every time the result of your ICM script is "label" step, this call will be counted as returned.

I hope this helps.



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