[cisco-voip] UCCX Stats Question

[Tanner Ezell]

Thats correct, if you dequeue the call in the script and terminate the call
shortly after without re-queuing and being handled by an agent, will be a
dequeued call.

An abandoned call is any call that doesn't reach an agent or marked as
Handled.

On Mon, Jan 11, 2010 at 7:17 AM, Matthew Loraditch <
MLoraditch at heliontechnologies.com> wrote:

> 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
> (p) (410) 252-8830
> (F) (443) 541-1593
>
> Visit us at www.heliontechnologies.com
> Support Issue? Email 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> 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
> (p) (410) 252-8830
> (F) (443) 541-1593
>
> Visit us at www.heliontechnologies.com
> Support Issue? Email support at heliontechnologies.com for fast assistance!
>
>
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip at puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
>
>
> --
> Regards,
> Tanner Ezell
>



-- 
Regards,
Tanner Ezell
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <https://puck.nether.net/pipermail/cisco-voip/attachments/20100111/36f52602/attachment.html>