[cisco-voip] UCCX Stats Question

[Matthew Loraditch]

Ok,
so what generates a dequeued call? The call is dequeued in the script  and then somehow is terminated before being handled? and why wouldn't that be an abandoned call?

And then what generates an abandoned call? a user hangup?  what else?

Thanks!




Matthew Loraditch
1965 Greenspring Drive
Timonium, MD 21093
support at heliontechnologies.com<mailto:support at heliontechnologies.com>
(p) (410) 252-8830
(F) (443) 541-1593

Visit us at www.heliontechnologies.com<http://www.heliontechnologies.com>
Support Issue? Email support at heliontechnologies.com<mailto:support at heliontechnologies.com> for fast assistance!

From: Tanner Ezell [mailto:tanner.ezell at gmail.com]
Sent: Sunday, January 10, 2010 2:31 PM
To: Matthew Loraditch
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] UCCX Stats Question

A call can only be one of the following:

1   - Abandoned
2   - Handled
3   - Dequeued
4   - Aborted
5+ - Rejected

You can within your script (and this is recommended) manually mark the call as handled via the Set Contact Info Step.

Note that you must apply this step before you terminate the contact otherwise it may not get reported properly.


On Fri, Jan 8, 2010 at 12:42 PM, Matthew Loraditch <MLoraditch at heliontechnologies.com<mailto:MLoraditch at heliontechnologies.com>> wrote:
In my script I do the following basic items to a certain type of call:
Dequeue from the main queue
Get Some info from the Caller
Terminate the Call
Ring back into the main queue by calling another script

I believe that will do the following to my daily stats

1)      +1 to Dequeued Calls

2)      +1 to Abandoned Calls (a handled call is only 1 in which an agent answers, right???)

3)      +1 To total calls, effectively making all calls handled this way 2x themselves?

Am I right, half right or insane?
Thanks!

Matthew Loraditch
1965 Greenspring Drive
Timonium, MD 21093
support at heliontechnologies.com<mailto:support at heliontechnologies.com>
(p) (410) 252-8830
(F) (443) 541-1593

Visit us at www.heliontechnologies.com<http://www.heliontechnologies.com>
Support Issue? Email support at heliontechnologies.com<mailto:support at heliontechnologies.com> for fast assistance!


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--
Regards,
Tanner Ezell
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