I tried to change the default behaviour, to "handled" whenevr the customer presses a option in IVR, but the problem with this scenario is , down the IVR if for the same call customer presses "0" to reach the agent and the call is queued(agent not free) and hangs up the call.This call shows as handled not "abandoned"(due to my marking this as handled in first step).
So I am now forced to the Cisco default bahavoiur of abandoned in IVR for customer putting the phone down.
But this means if 100 calls comes to IVr and 10 and say 90 customer puts the phone down, we see 90 abandoned calls?
Can you please confirm this is correct and not a problem.. and this is how IPCCX6.0 works and is implemented industry wise?
What you have described is correct: if you do not use the Set Contact Info step to mark the contact as handled, the application abandoned statistic will be incremented. This is expected behavior.
It is important to note that there are two separate abandoned statistics. The application abandoned statistic was designed to give you a way of marking calls handled when they have reached a meaningful point in your script and then report on that.
The second statistic, ICD abandoned, is only set when a Select Resource step is encountered. If an agent answers, it is set to handled. If the caller hangs up, it is set to abandoned, and if you dequeue the contact, it is marked dequeued. Also, if you queue the contact to multiple CSQs and an agent in another CSQ answers, it will be marked 'handled by other' in the other CSQs it was queued to.
This behavior and the two statistics are explained somewhat in the Release Notes. In the version 7.0(1) document, this is on page 18, Contact Dispositions in Cisco Unified CCX Real-Time Reports and Historical Reports.
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