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Call Counting Contact Center Express versus Enterprise Webview

I am working with one of my internal cutomers to count calls for several departments Main Numbers. 

In Contact Center Enterprise and using Webview to look at Call Types I can count the call then all calls show as Flow Out.

In Express if I run the Application Summery Analysis report I get Call Count, Calls Abandoned and Average Abandoned time.

I thought that getting Calls Abandoned and Average Abandoned time was interesting. 

Can anyone offer any insite as to why or how Express can determine Average Abandoned time if I am just sending the call to another phone number after running it through an application.  I would think Enterprise would give me this as well.  Enterprise can only do this if I run the call through a queue.

Thanks in advance for any insite.

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Super Bronze

Call Counting Contact Center Express versus Enterprise Webview

Hi

Page 2-57 onwards of the HRC admin guide details how the report is calculated. http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/programming/guide/uccx85hradm.pdf

"For each application, calculate the sum of the values in CCD.connectTime

where the CCD.contactDispostion is 1 (abandoned), 4 (aborted), or 5 or greater

(rejected) to obtain the total abandon time to obtain the total abandon time."

According to the database schema (http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/uccx85dbschema.pdf) connectime is:

"Amount of time, in seconds, between the start time of the

call or the leg and the end time of the call or the leg."

The CCD table contains a single record for each call typically, whereas queue times and info would be in ContactQueueDetail (perhaps with multiple records if queued to more than one queue). Basically each contact has a contact disposition assigned, which might be handled if you have set this in your script, or might be another code - it would be worth checking what this is, it might default to abandoned if you don't set it otherwise. If that's the case then you might see a misleading average abandon (i.e. calls showing as abandoned that were succesfully transferred).

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
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