The following notes help clarify information regarding contact dispositions on various Cisco CRS real-time reports and historical reports.

Many real-time and historical reports show the disposition of a call. The Contact Service Queue Activity Report (by CSQ or by Interval) shows calls as Handled, Abandoned, and Dequeued. The Contact Service Queue Activity Report shows calls as Handled, Abandoned, Dequeued, and Handled by Other.

A contact that is queued and answered by an agent shows as handled in real-time and in historical reports.

A contact that is queued but abandoned before it is answered by an agent is shown as handled in the Overall IPCC Express Stats real-time report if a SetContactInfo step in the workflow marks the call as handled. The call is shown as abandoned otherwise. The CSQ IPCC Express Stats real-time report shows the call as abandoned in both cases because it does not consider the SetContactInfo step.

For more information about theSetContactInfo step, refer to Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference Guide.

The historical CSQ reports take into account whether a contact is marked as handled by the SetContactInfo step to determine if a contact is dequeued. The CSQ IP IPCC Express Stats report does not consider the SetContactInfo step. Therefore, if a call is queued, then marked as handled, and then disconnects, the historical CSQ reports shows the call as dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled by Other (handled by workflow script) on the CSQ Activity Report. The real-time CSQ IPCC Express Stats report shows it as abandoned.

Try:

http://www.cisco.com/application/pdf/en/us/guest/products/ps6488/c1178/ccmigration_09186a0080669240.pdf