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

Attention: The Community will be in read-only mode on 12/14/2017 from 12:00 am pacific to 11:30 am.

During this time you will only be able to see content. Other interactions such as posting, replying to questions, or marking content as helpful will be disabled for few hours.

We apologize for the inconvenience while we perform important updates to the Community.

New Member

CSQ – Agent Summary Report: Missed calls are now being included in the RNA totals

I have the following situation, with a RNA call, the phone will ring 6 times and if not answered, display as a RNA on the phone and placed back into the queue.  In the case of a missed call, the call will not go back into the queue.  Also, the RNA is originated from the CSQ’s, whereas a missed call is directly to an agent’s extension.  Thus, I am assuming that a RNA and a missed call is not one and the same thing, therefore not to be counted together.             

2 REPLIES
Cisco Employee

CSQ – Agent Summary Report: Missed calls are now being include

Hi Gaven,

Can you please upload the reports you are refering ? There are lots of descripency in Historical report .

Regards

Ravi

New Member

CSQ – Agent Summary Report: Missed calls are now being include

Check your mail, I have mailled you a copy of the report

465
Views
0
Helpful
2
Replies
CreatePlease to create content