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UCCX presented, Abandoned & handled calls

Hi All,

I need to submit exact count for  UCCX presented, Abandoned & handled calls to my management,

But in UCCX historical reporting,

I found diffeernt total number for total presented, Abandoned & handled calls for same durration,

Kindly suggest which report should I refer for the exact count for perticular CSQ,

so that total UCCX presented, Abandoned & handled calls will matched with the total calls handled by agents.

Thankx

Deeeps

2 REPLIES

UCCX presented, Abandoned & handled calls

Sorry, but that would be impossible given that scripting changes reporting metrics.

Take for example a script where you queue a caller in two queues simultaneously, and then your caller is handled by one of them.  They both will be marked as presented, only one as handled, and the other as dequeued.  Is that two calls or one?  You wouldn't no based on counts alone.

You have to understand your scripts in order to understand your reporting.  Unless you were willing to share your scripts and call flows with all of us, the best we can do is guess.

Sorry for the bad news, but that's how it goes.

Anthony Holloway

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Anthony Holloway

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New Member

UCCX presented, Abandoned & handled calls

Hi Anthony,

Thank you for your reply,

I am using using very simple script ,where I have only 2 CSQs, with 25 agents .

1 CAQ is used by 23 agents & other CSQ is used by 2 Agents only.

Regards

Deepak

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