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Community Member

Reporting against requeued calls

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.

Any ideas?

Wei

2 REPLIES
Community Member

Re: Reporting against requeued calls

Hi Wei,

Did you get an answer for this? We have the same issue and our customer would like to know just how many calls are new calls, and how many were RONA'd

Thanks!

Community Member

Re: Reporting against requeued calls

You could customize report, to search calls by talking time=0, and ring time =RONA timer.

Wei

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