I am having issues locating certain reports in Cisco Contact Centre version & historical reporting. I can not seem to find a reort that shows the service level of the contact centre. Also, i am trying to locate a reort that shows abandoned calls verses terminated calls. The call centers reading of ths report is as follows:
abandoned calls = Call hung up after a 20 second period
terminated calls = Calls hung up before 20 seconds.
They say this is an industry standard and that Historical reporting should be able to report on this. Has anyone come accross this before?
Thanks in Advance,
I've been in the industry 20 years and I've never come across this abandoned/terminated thing. An abandoned call is ususally a call where the customer hangs up whilst in a queue for a live agent, regardless of whether after 2 seconds or 20 or 200. Having spent yesterday studying the uccx7 reports in detail, I can tell you that there is a report which shows service level (% of calls answered within SLA, eg 20 seconds) as well as abandoned calls EDIT: it also shows calls abandoned within service level, so it should give you what you need, it's called Contact Service Queue Activity Report (by CSQ). Hope that helps