Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) User Guide

The Abandoned Call Detail Activity Report provides information about calls that 
are abandoned. For Unified CCX calls, a call is abandoned if it is not answered by 
an agent and the caller hangs up or is disconnected. For Unified IP IVR calls, a 
call is abandoned if it does not get past the workflow step that sets the handled 
flag. If a call has more than one leg that is abandoned (for example, an Unified IP 
IVR call that is processed by different applications), each abandoned leg is 
displayed in this report.

The Abandoned Call Detail Activity Report can include this chart:

The Abandoned Call Detail Activity Report includes a table that shows the 
following information for each abandoned call:

Calls Abandoned 
Each Day by Final 
Call Priority

For each day in the date range, displays the total number of calls abandoned and 
the final priority of the calls.

Call Start Time

Date and time that this call leg started.

Called Number

Telephone number that the caller dialed.

Call ANI

1

Telephone number of the originator of the call. If originated by an agent, the 
Unified CCX extension of the agent. If originated by a caller other than an agent, 
the telephone number of the caller.

Initial Call Priority

Priority that the Unified CCX workflow assigned to the call when the call was 
received, from 1 (lowest) to 10 (highest). All calls start with a default priority of 
1, unless a different priority is set in the workflow.

Call Routed CSQ

Names of up to the first 5 CSQs to which the call was queued. Multiple CSQ 
names are separated by commas.

Agent Name

Name of the agent, if any, who was presented with the call before the call was 
abandoned.

Call  Skills

Up to 3 call skills associated with the CSQ to which the call was routed. Multiple 
skills are separated by commas.