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calls handled totals UCCX

Does anyone know how a call is counted in the stats for a call that gets presented to an agent, doesn't get answered, and get presented back to the same agent (because they are the only agent at that time).

Looking at the historical reports (agent call summary) I think that gets counted as handled each time (4 times in my example for 4 un-answered calls), even though its not actually answered. But in the CSQ activity it is only counted as a single call.

This is UCCX 4.0(5).

thanks.

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Silver

Re: calls handled totals UCCX

Total number of calls made by the agent includes calls attempted and calls connected.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_4_0/user/hr/crs401hu.pdf

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