[cisco-voip] UCCX Abandoned Calls

[Anthony Holloway]

I don't think the wording is clear enough to understand what they are
trying to say, so I'll attempt to clarify it a bit, without actually
claiming I know what they meant.  This is just an attempt.

Hi Matt,

When they said "...once they've been assigned to an agent...", what the
probably meant was that a call flow which has executed the Select Resource
step, and then has hung up.  This would mark the Contact as Abandoned at
the CSQ level as well as the Application level.

When they said "...but caller disconnects who were not assigned to an agent
yet...", what they probably meant was that a call flow which had not
executed the Select Resource step, and then has hung up.  This would mark
the Contact as Abandoned at the Application level, and have no affect on
the CSQ level.

It's the latter example where we begin to see a difference in the reporting
numbers.

Keep in mind that when you assign reporting rights to a user, you have the
option of selecting IVR and/or ACD privs to the user.  The reason is
because there is a difference in the reporting level: Application vs CSQ.

Cisco Supervisor Desktop will only show real time information based on CSQ
metrics, and therefore, it will only be as accurate as Contacts affected by
the former example.  Contacts pertaining to the latter example would be
exempt from Supervisor Desktop metrics, and appear to be missing.

You didn't mention what HRC reports were being compared to CSD metrics, so
that's all I have for the moment.  And it very well could be that you have
a defect and the metrics are off by some measure.  I was simply trying to
make sense of the comments from TAC, based on common misunderstandings of
how reporting works.

I hope that helps.

Anthony Holloway
​
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