How to display missed calls in Cisco Finesse Agent desktop

[racimkhiari]

Hi All,

I need to know how to display missed Calls in Cisco Finesse Agent Desktop?

Thanks in Advance.

[Jonathan Schulenberg]

Assuming UCCX since you haven't specified.

The short answer is this isn't possible out of the box and there are two reasons why not:

• CCX itself doesn't have a definition of a missed call. The intent of the ACD engine is to find an agent - any appropriately skilled agent - to handle the call. If one agent doesn't answer, they didn't really miss the caller because another agent will answer instead. CCX uses the term abandoned but that only applies when the caller hangs up and none of the agents took the call. An individual agent is not solely responsible for a missed call with an ACD. Typically a supervisor will look at the Handled / Offered ratio to measure whether agents are answering their phone instead.
• There are live data reports that show the quantity of abandoned calls since midnight but none show a journal of the individual calls with details such as the calling number. This level of detail only exists in the historical report tables. You could create a custom report that shows this data and then add it as a gadget within Finesse but it wouldn't update in real time. I believe historical reports can be set to automatically refresh every five minutes.

CUCM has a construct of a missed call independant of CCX but this is typically disabled when creating an ACD DN for an agent since the missed call log entry would only show the CCX CTI Port as the calling party and not the actual original caller. If you are trying to replicate the Missed Call log from an IP Phone then you would need to develop your own application that uses CTI (or CDR logs) from CUCM and then format that data into a OpenSocial gadget that you can embed in Finesse.

[Deepak Rawat]

You can show any Historical Report within Finesse Desktop that gives you the required field (missed call is not available though in any of the report). The closest report that you can run is Detailed Call CSQ Agent that shows the Ring Time and Talk Time fields. The calls which rang on agent but he/she did not pickup will have a value in Ring Time but 00:00:00 in Talk Time. Similarly, the calls which rang on agent and he/she also picked them up as well will show the value in both Ring Time and Talk Time.

Below guide provides details about all the Historical Reports and their fields available within UCCX so choose the most appropriate one as per your need

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106/UCCX_BK_U89A45EB_00_uccx-historical-reporting-guide-106_chapter_01.html

Once you have decided which report you want to display, then follow the below document:

https://supportforums.cisco.com/discussion/12960046/csq-asa-finesse

Regards

Deepak

[Clifford McGlamry]

I have a customer asking about this too.  Both of the answers provided, while accurate, miss the point of the question.

We need to show how many times the agent had a RONA situation where UCCX had to take back the call because the agent didn't answer.  Yes there are ways to infer this from comparing other data elements, but the customer is asking for something very simple....a counter.  

RONA calls are something agents get dinged for in performance reviews.  That's why they want it.  

[Clifford McGlamry]

Turns out that you can get to this in this manner.  On the My Statistics page in Finesse (this is version 11.5), the bottom gadget gives you an agent state log.  Look for states of not ready with a reason code of 32763.   32763 is the not ready reason code for a RONA.

[cristian.munoz]

Hi All

Ones of you did solve this issue?. My customer needs the supervisor or the agent to see the detail of the abandoned calls in order to call the users who were not served.

TIA
Cristian