In IPCCX, when call is sent to agent, and agent doesn't take the call for some reasons, call will be re-queued. One of our customers want to see how many calls are RONA by agents, and how many calls are re-queued in time period.
I look to the reports/data schema, no much luck so far. In my opinion, the call sent to agent can be treated as "call handled", and when the call is back to queue, is it treated as new call? if it is, It shall have some common information with previous call.
These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...