Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
Contact Dispositions in Cisco Unified CCX Real-Time Reports and Historical Reports
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Release Notes for Cisco Unified CCX and Cisco Unified IP IVR 7.0(1)
Contact Dispositions in Cisco Unified CCX Real-Time
Reports and Historical Reports
Reports and Historical Reports
The following notes help clarify information regarding contact dispositions on
various Cisco Unified CCX real-time reports and historical reports.
various Cisco Unified CCX real-time reports and historical reports.
•
Many real-time and historical reports show the disposition of a call. The
Contact Service Queue Activity Report (by CSQ or by Interval) shows calls
as Handled, Abandoned, and Dequeued. The Contact Service Queue Activity
Report shows calls as Handled, Abandoned, Dequeued, and Handled by
Other.
Contact Service Queue Activity Report (by CSQ or by Interval) shows calls
as Handled, Abandoned, and Dequeued. The Contact Service Queue Activity
Report shows calls as Handled, Abandoned, Dequeued, and Handled by
Other.
•
A contact that is queued and answered by an agent shows as handled in
real-time and in historical reports.
real-time and in historical reports.
•
A contact that is queued but abandoned before it is answered by an agent is
shown as handled in the Overall Unified CCX Stats real-time report if a
SetContactInfo step in the workflow marks the call as handled. The call is
shown as abandoned otherwise. The CSQ Unified CCX Stats real-time report
shows the call as abandoned in both cases because it does not consider the
SetContactInfo step.
shown as handled in the Overall Unified CCX Stats real-time report if a
SetContactInfo step in the workflow marks the call as handled. The call is
shown as abandoned otherwise. The CSQ Unified CCX Stats real-time report
shows the call as abandoned in both cases because it does not consider the
SetContactInfo step.
For more information about theSetContactInfo step, refer to Cisco Unified
CCX Scripting and Development Series: Volume 2, Editor Step Reference
Guide.
CCX Scripting and Development Series: Volume 2, Editor Step Reference
Guide.
•
The historical CSQ reports take into account whether a contact is marked as
handled by the SetContactInfo step to determine if a contact is dequeued. The
CSQ IP Unified CCX Stats report does not consider the SetContactInfo step.
Therefore, if a call is queued, then marked as handled, and then disconnects,
the historical CSQ reports shows the call as dequeued on the CSQ Activity
Report (by CSQ or by Interval) or as Handled by Other (handled by workflow
script) on the CSQ Activity Report. The real-time CSQ Unified CCX Stats
report shows it as abandoned.
handled by the SetContactInfo step to determine if a contact is dequeued. The
CSQ IP Unified CCX Stats report does not consider the SetContactInfo step.
Therefore, if a call is queued, then marked as handled, and then disconnects,
the historical CSQ reports shows the call as dequeued on the CSQ Activity
Report (by CSQ or by Interval) or as Handled by Other (handled by workflow
script) on the CSQ Activity Report. The real-time CSQ Unified CCX Stats
report shows it as abandoned.
•
If the Dequeue step is used, the CSQ historical reports shows a contact as
dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled
by Other (handled by another CSQ, in this case) on CSQ Activity Report, but
only if the contact is marked as handled. If a call is dequeued (by the Dequeue
step), and then disconnects without being marked handled, the CSQ historical
reports shows the contact as abandoned.
dequeued on the CSQ Activity Report (by CSQ or by Interval) or as Handled
by Other (handled by another CSQ, in this case) on CSQ Activity Report, but
only if the contact is marked as handled. If a call is dequeued (by the Dequeue
step), and then disconnects without being marked handled, the CSQ historical
reports shows the contact as abandoned.