[cisco-voip] UCCX Abandoned Calls

[Matthew Loraditch]

All,
I am not super familiar with historical reporting, but I just learned the following and well it makes no sense. Our one customer with UCCX is heavy into reporting and noticed that the abandoned calls in Supervisor were not matching his HR reports the next day. We open a TAC case and the net result I am told is:
"The root of the issue may be that the Abandoned Call Activity report only tracks callers who disconnect once they've been assigned to an agent but caller disconnects who were not assigned to an agent yet are not accounted for."

Does anyone know if this is correct? It seems completely backwards to me.
Thanks for any insight.

Matthew G. Loraditch - CCNP-Voice, CCNA-R&S, CCDA

1965 Greenspring Drive
Timonium, MD 21093

voice. 410.252.8830
fax.  410.252.9284

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