Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Web View: Handled and Answered

Hi All;

At webview reports level, what is the meaning exactly for handled calls? How it is calculated? And what is the difference between handled and answered calls?

Any help

Regards

Bilal

2 REPLIES
Silver

Re: Web View: Handled and Answered

A call is counted as answered when it reaches an agent or IVR. For example, the CallsAnsweredTo5 field in the Service_Five_Minute table counts the number of calls that reached agents or VRUs during the five-minute interval. The calls might still be in progress when the interval ends.

By contrast, a call is not counted as handled until it is finished. Therefore, the number of answered calls and handled calls during an interval is not necessarily the same, but eventually each answered call is counted in both categories

New Member

Re: Web View: Handled and Answered

Thanks a lot for the help and kindly answer.

If the call reached IPIVR and within the 5 minute, no agent answered it, and then the caller disconnected and leaved the queue, it will be considered within handled?

Regards

Bilal

285
Views
0
Helpful
2
Replies
CreatePlease to create content