Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

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.

Super Bronze

Call Counting Contact Center Express versus Enterprise Webview


Page 2-57 onwards of the HRC admin guide details how the report is calculated.

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