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New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Hi,

We are finding that the there are inconsistencies in the abandons figures shown for a CSQ report for 'Contact Service Queue Activity Report' and the calls that are shown in the 'Abandoned Call Detail Activity Report'.

For example if I view a CSQ in  'Contact Service Queue Activity Report' I see that there are 18 calls abandon today with 9 dequeued.  However I when run  'Abandoned Call Detail Activity Report', I can only see 4  calls showing for that CSQ.  Before I got to TAC with this has anyone else seen this? 

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New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Hello Saeed, Kiarash,

Page 212 on this document explains why.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programmin...

Q.Why do the number of abandoned calls shown on the Abandoned Call  Detail Activity Report and the number of calls shown on the Contact  Service Queue Activity Report not match?
A.These values can differ  because a Contact Queue Detail record may mark a call as dequeued while a  Contact Call Detail record marks the call as abandoned. For example,  consider the following workflow:

Start
Accept
Prompt
Select Resource
-Connect
-Queue
--Play Prompt (Prompt2)
--Dequeue
--Play Prompt (Prompt3)
End
If  a call is abandoned during Prompt2 or Prompt3, the Contact Queue Detail  record will mark the call as dequeued but not abandoned from any queue.  The Contact Call Detail record will mark the call abandoned.
In this  case, the Contact Service Queue Activity Report will show the call as  dequeued from all CSQs for which the call was routed. The Abandoned Call  Detail Activity Report will show the call as abandoned from all from  all CSQs for which the call was routed.
Another reason is that the call gets aborted after being in the queue.
Such  calls get marked as aborted in the Contact Call Detail record, and as  dequeued (if it was dequeued before aborting)/abandoned in Contact Queue  Detail record. In this case the CSQ reports will display more abandoned  calls than the Abandoned Call Detail Activity Report.

Thank you,

Shadi

6 REPLIES
New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Here are some example CUIC UCCX  reports run for the same set of agents and CSQs for the same day.

As you can see the data does not tally.

Contact Service Queue Activity Report

Abandoned Call  Detail Activity Report

New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

We have this issue with our 8.5 HRC . Open a TAC case please also let us know what they have to say about it.

New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Thanks Saeed for the advice, that was next on the list.

Regards,

Kiarash

New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Hello Saeed, Kiarash,

Page 212 on this document explains why.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/programmin...

Q.Why do the number of abandoned calls shown on the Abandoned Call  Detail Activity Report and the number of calls shown on the Contact  Service Queue Activity Report not match?
A.These values can differ  because a Contact Queue Detail record may mark a call as dequeued while a  Contact Call Detail record marks the call as abandoned. For example,  consider the following workflow:

Start
Accept
Prompt
Select Resource
-Connect
-Queue
--Play Prompt (Prompt2)
--Dequeue
--Play Prompt (Prompt3)
End
If  a call is abandoned during Prompt2 or Prompt3, the Contact Queue Detail  record will mark the call as dequeued but not abandoned from any queue.  The Contact Call Detail record will mark the call abandoned.
In this  case, the Contact Service Queue Activity Report will show the call as  dequeued from all CSQs for which the call was routed. The Abandoned Call  Detail Activity Report will show the call as abandoned from all from  all CSQs for which the call was routed.
Another reason is that the call gets aborted after being in the queue.
Such  calls get marked as aborted in the Contact Call Detail record, and as  dequeued (if it was dequeued before aborting)/abandoned in Contact Queue  Detail record. In this case the CSQ reports will display more abandoned  calls than the Abandoned Call Detail Activity Report.

Thank you,

Shadi

New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Thankyou very much it answerd all the questions.

New Member

UCCX 9.0(2) - CUIC Reports Call Abandoned calls inconsistencies

Hi All, since the cisco did mentioned the dequece call will be marked as Abandoned Call in the abandoned call detail report.

So by right in the Call Detail Report should mention where is the call get routed by using on the calling number right?

thank you.

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